DWP Independent Case Examiner
The Independent Case Examiner reviews complaints about the Department for Work and Pensions and its contracted providers. The series excludes Northern Ireland cases and the Pension Protection Fund, which ICE reports on separately.
Coverage: Official source scope
Newest content date: Not recorded. This describes the content held here, not the date this page was opened.
How this source is collected and updated
- Collection method
- Curated
- Observed update
- Fixed holding
- Last record written
- 11 Jun 2026
Fixed holding: loaded from a list held in this repository, not fetched from the publisher.
Publisher's stated schedule: Annual. That is the publisher's own description, not a measurement of this copy.
Records
Compare the labelled columns below. On a narrow screen, scroll the table horizontally to see every measure.
| Name | Details | Complaints received | Upheld rate |
|---|---|---|---|
| ICE annual report 2024-25 |
ICE issued 1,514 investigation reports; 892 complaints were fully or partially upheld (about 59 per cent of those investigated). Top areas by complaints received: Child Maintenance Service (1,827), Universal Credit (716), disability benefits (276). |
7,131 | 59.0% |
| ICE annual report 2023-24 |
ICE issued 1,502 investigation reports; 762 complaints were fully or partially upheld (50.7 per cent of those investigated). Top areas by complaints received: Child Maintenance group (1,519), Universal Credit (817), disability benefits (236). |
5,808 | 50.7% |
| ICE annual report 2022-23 |
ICE issued 1,076 investigation reports; 583 complaints were fully or partially upheld (54 per cent of those investigated). |
4,898 | 54.0% |
| ICE annual report 2021-22 |
ICE issued 1,000 investigation reports; 23 per cent were fully upheld (231) and 37 per cent partially upheld (366). The report was amended in September 2023 after upheld and partially upheld rates were transposed in the original publication. |
4,903 | 60.0% |
| ICE annual report 2020-21 |
ICE issued 834 investigation reports; 17.5 per cent were fully upheld (146) and 40.5 per cent partially upheld (338). |
4,205 | 58.0% |