Independent Case Examiner

pammii

Has anyone raised a complaint with the Independent Case Examiner (ICE) as a result of their dissatisfaction with the CSA's resolve of your complaint to them? :cool:

If so, have you had a decision from ICE that found your complaint justified but then seem to do a u-turn and find in the favour of the CSA?

The next step is to take the complaint to the Parliamentary Health Ombudsman how's it going?

nicky3

Yes I have raised a case. ICE are a joke. No U turn just a completely shocking and arrogant response saying CSA did nothing wrong. The muppet that is John Hanlon (who signed my letters personally), claims not to be a civil servant - this is how gullible UK citizens are supposed to be!!

I have the forms for the Ombudsman but have not managed to get them sent off, but I will be. I am waiting for a result of my complaint to the Adjudicator (regarding child benefit that has been pivotal in my dealings with the CSA) and ongoing since Mach 2012. The adjudicators office is in regular contact to say their enquiries are ongoing.

I have just checked the ICE website and John Hanlon has gone!! well well well! Maybe this has something to do with the U turn you have experienced?

Sensemaya

Nicky

I totally agree with you.

ICE did nothing to help me except to put pressure on the CSA to provide me with a correct account breakdown...after receiving dozens of inaccurate ones. This is after 2 Ombudsman reports and a Judicial Review previously.

What happened to me after ICE basically washed their hands of my case and stated that they hoped the CSA would take it easy with me ( this was in regard to an overpayment that occurred because of an advance payment). In the end I managed to get the overpayment wiped off with the help of the CSA officer ( who was in agreement with me)and my case transferred from Bolton FOREVER. Case is a lot more complicated but too long to explain here.

Everything is running smoothly ( touch wood) now. But I did threaten to take my case to the Ombudsman.

So yes go to the Ombudsman. If they take your case on the CSA will sit up, get their act together and take notice.

The adjudicator office is dragging it's feet and that is something to mention too.

Good Luck

pammii

Seems to be a pattern here, what's the point of ICE?

My MP has approved and signed my application to the Ombudsman so now I need to wait for the outcome.

nicky3

ICE are there to knock you down some more. These guys all insinuate in the same way - that it is somehow all your own fault! It is how they are trained, and Mr Ice goes to the same training as all the other complaint handlers! How if goes is, 1) take responsibility for nothing. 2) pick up on any error on clients part even if irrelevant - rub nose in it, and make some up 3)force client to escalate complaint if they have the time, energy and resources 4) most will get fed up and give up......and CSA can continue to f*** up. My 'report' form ICE was 34 pages I think.....full of utter crap, but where do you start to respond? Well I did, and was just told to join the large gang of complainants unhappy with the ICE response. It is an absolute joke!

Let me know how you get on with ombudsman, I just have to sort out all me evidence/paperwork and get it sent.

Sensemaya

nicky3 wrote: »

ICE are there to knock you down some more.Yes These guys all insinuate in the same way - that it is somehow all your own fault!So true. It is how they are trained, and Mr Ice goes to the same training as all the other complaint handlers! How if goes is, 1) take responsibility for nothing. 2) pick up on any error on clients part even if irrelevant - rub nose in it, and make some up 3)force client to escalate complaint if they have the time, energy and resources 4) most will get fed up and give up......and CSA can continue to f*** up. My 'report' form ICE was 34 pages I think.....full of utter crap, but where do you start to respond? Well I did, and was just told to join the large gang of complainants unhappy with the ICE response. It is an absolute joke!

Let me know how you get on with ombudsman, I just have to sort out all me evidence/paperwork and get it sent.

You have summed it all up perfectly. Years ago you could bypass ICE - I did it twice- but then them up there on Mt Parnassus sneaked it in so you couldn't. Thus the tortuous journey continued painfully on.

As for my ICE report my MP fell asleep reading it.She did contact the Ombudsman twice but they weren't having none of it. One must go to ICE. Dragged on for a couple of years or so.They are short staffed you know!

Cally_Smart

Not sure we can stand the stress anymore>The CSA have dominated everything for the last year. Leaving us very little to live on but we've got thru the last year,scraped thru more like & gone with out a lot of things we shouldn't have had to like medical needs & dental care! There's such a waiting list for ICE I think our CSA liability may come to an end first.What's the point!

Sensemaya

Cally_Smart wrote: »

Not sure we can stand the stress anymoreYou will get through,believe me>The CSA have dominated everything for the last year.I had 17 years of it and it's only been since just after Xmas I've not had to contact my MP Leaving us very little to live on but we've got thru the last year,scraped thru more like & gone with out a lot of things we shouldn't have had to like medical needs & dental care! There's such a waiting list for ICE I think our CSA liability may come to an end first.What's the point!

What's the point...that is exactly the mindset they want. Never ever give up.

How long has your case been with ICE? Are you phoning them up ( one good thing about ICE is that you get a direct phone number and they do phone you back asap) every month to see whether you are going up the list?

You will get there...stay strong.

Cally_Smart

We've been going through our MP so haven't approached ICE yet. We were hoping, when it was all explained via CSA, it would become clear there had been a mistake & our proof would show pwc wasn't being honest about our payments! He told us to do that next.
Just not encouraged by the responses people have had & then have to go through the Parliamentary Ombudsman.You're right it does wear you down which is exactly what they want. Thanks for your help & encouraging comments,Sensemaya.

Sensemaya

Cally

How long has it been with the MP?

Cally_Smart

just looked at my emails ..since last June.