If a parent still feels that we have not dealt with their complaint properly when they receive a response from the Complaints Review Team, they can write to the Independent Case Examiner.
The Independent Case Examiner (ICE) looks into complaints about us from people who aren't happy with how we have handled their case. The ICE service is free and they are not part of the CSA.
Before ICE will accept a parent's case, they must be satisfied that we have had the opportunity to deal with their complaint and that it has been through each stage of our complaints process. They will look into a complaint as long as they are contacted within six months of receiving a final reply from our Complaints Review Team.
The Independent Case Examiner will examine a case if:
- they are satisfied that a parent has received a final response to their complaint from our Complaints Review Team.
The Independent Case Examiner cannot look at a complaint if:
- the Child Support Agency has not been given the opportunity to resolve the case first
- it is more than six months since the Agency's final response
- the complaint is about legislation - this includes the amount of the maintenance calculation - see Maintenance Reviews and Appeals
- the specific complaint has been, or is being, investigated by the Parliamentary and Health Service Ombudsman
- the complaint is the subject of legal proceedings, such as judicial review.
You can find out more about the Independent Case Examiner by:
- website www.ind-case-exam.org.uk
- telephone 0845 606 0777
- textphone (for those with speech or hearing difficulties) 0151 801 8888.
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Related information
- Read our leaflet
"How do I complain about the service I get from the Child Support Agency? " [PDF 204KB]
