DEPARTMENT FOR WORK
AND PENSIONS News Release (Reference EMP-19) issued by The
Government News Network on 15 March 2007
The Department for
Work and Pensions (DWP) has today announced the appointment of an
Independent Case Examiner to consider complaints from customers
who are dissatisfied with the way in which their complaints have
been handled by the Department.
John Hanlon is a lawyer who has undertaken a wide range of
non-executive, advisory and independent roles, including as
Regulator of Community Interest Companies and as a Commissioner
for the Scottish Care Commission. He has significant experience
of mediation, arbitration and determination of complex issues. He
has worked successfully with a number of large organisations
within both public and private sectors.
The introduction of a Case Examiner represents a real improvement
in the service offered to DWP customers. The Case Examiner will
be independent of the businesses complained about, and will
provide an impartial and thorough investigation of all aspects of
complaints about the service received from those businesses. DWP
customers will be able to approach the Case Examiner direct, and
will receive a personalised investigation service. The Case
Examiner will also work with the Department to identify customer
service failures or shortcomings in its internal complaints
handling and to deliver systemic improvements.
Leigh Lewis, the Permanent Secretary, said today: "I am
delighted to welcome John Hanlon as Independent Case Examiner for
the Department for Work and Pensions. I am confident that he will
play a key role in supporting the Department's continuing
drive to improve the service we deliver to our customers."
The Independent Case Examiner service will be introduced from
April 2007.
Note to editors:
1. The Independent Case Examiner (ICE) service has been available
to customers of the Child Support Agency (an Executive Agency of
DWP) since 1997, and will continue to offer a service to those
customers. It will be extended to customers of other DWP
businesses: Jobcentre Plus, The Pension Service, Disability and
Carers service, Debt Management, The Rent Service and the
Financial Assistance Scheme.
Website: http://www.dwp.gov.uk