The number of complaints made to PHSO about the Independent Case Examiner and the Child Support Agency between the calendar year 2012, 2013 and 2014
You requested information about complaints made to PHSO about the Independent Case Examiner (ICE) and the Child Support Agency (CSA).
A) Please find below a table that shows how many cases we received about the CSA/ICE, how many we closed at the enquiry or assessment stage, how many were accepted for investigation and how many investigations were completed in the time periods stated.
| 1/1/2012 to 31/12/2012 | 1/1/2013 to 31/12/2013 | 1/1/2014 to 30/11/2014 | Total | |
|---|---|---|---|---|
| Received | 750 | 693 | 531 | 1978 |
| Concluded at enquiry or assessment | 740 | 665 | 454 | 1859 |
| Accepted for investigation | 3 | 45 | 73 | 121 |
| Concluded investigations | 6 | 16 | 59 | 81 |
Please find information about the number of the investigations that were fully upheld below.
| 1/1/2012 to 31/12/2012 | 1/1/2013 to 31/12/2013 | 1/1/2014 to 30/11/2014 | Total | |
|---|---|---|---|---|
| Upheld | 1 | 0 | 4 | 5 |
Of the cases referred to in the table provided in response to question A, six reviews were carried out in relation to PHSO's decision-making. Of these, three review requests were submitted using the PHSO complaint form. Three of these cases have ICE listed as an involved organisation, while the other three involved both CSA and ICE.
D) Of these requests for review, only one specifically requested a review be carried out by an external reviewer.
E) In this case, the request for an external review was declined and the review was carried out by an internal reviewer.
F) As an external review was not carried out in this case, we hold no information relevant to this part of the request.
I hope that this information is helpful.
Yours sincerely
FOI/DP Officer
Parliamentary and Health Service Ombudsman