DWP Independent Case Examiner Overwhelmed By Complaints

The DWP (Department of Work and Pensions) Independent Case Examiner also known as ICE has revealed that they are overwhelmed by a huge amount of complaints from claimants.

This was revealed when they responded to an MP’s written question recently in parliament.



ICE is an organisation used by the DWP to deal with claimant’s complaints against the DWP. This is the next step when a claimant has exhausted the DWP’s internal complaints procedure and is still not satisfied with the response given.

Complaints against the DWP can be for various reasons including and not excluding others;

A failure by the DWP to follow proper procedures

Excessive payment delays for benefits

Sub standard customer service given to claimants.

It’s also noted that there has been a 17% increase in the number of complaints made to ICE in the year 2021to March 2022.

In itself may not be seen as a huge increase, however it is an increase and should be dealt with in the utmost urgency



However the huge increase in complaints arises in the proportion of cases that ICE has agreed to look into. This has increased by an astonishing 68% in the last year.

This therefore means that ICE is receiving a huge increase in complaints where it believes that there is a case to answer than in previous years.


As a result of this increase there are now 1,249 cases waiting for an ICE investigator to be allocated. The average time for a complaint to be dealt with currently takes is 53 weeks,so in total this means that it takes over a year before an investigation begins.

Personally I don’t know any person making a complaint against the DWP that can afford to wait that long albeit for financial and other complaint reasons.

It takes a great deal of courage to make a complaint against the DWP and as a result many don’t make complaints when they should do.

The complaints procedure is complex and very stressful for everyone making a complaint against the DWP and as a result it can impact a person’s health and ability to manage their daily life’s.

It comes as no surprise that legal justice that claimants are entitled to is subject to long indefensible delays without question.

It’s also noted that the DWP can make a decision to apply cruel, harsh and often unwanted sanctions on the most vulnerable and in need of help whilst their real and valid complaints.

Once again it’s one rule for claimants and yet another for their oppressors.

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