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DWP charging WHP providers 5k for upheld ICE complaints
I was unaware of this. I don’t know whether this is something they did for the work programme…
27. If ICE is unable to reach an agreement between the Participant and you which satisfies the Participant that their concerns have been addressed, it will prepare an ICE Report. The report will set out its findings in respect of each element of the complaint. Where appropriate it will identify areas of maladministration and include recommendations which will focus on what needs to be done to put matters right and provide appropriate redress
(including potential financial redress).
28. ICE will send you a draft, allowing you the opportunity to check factual accuracy and comment on proposed findings and recommendations. You will be expected to provide any comments on the draft within stated timescales (or not more than five working days). Your comments will be considered (though not necessarily accepted) by ICE before the report is finalised.
29. If a complaint is upheld against you at this investigation stage, £5,000 will be recovered from you to go towards funding the ICE service for provider complaints in the following year. There will be an annual review level of
recovery between DWP and WHP Providers.
30. You will also be liable to pay any financial redress deemed by ICE to be due to the customer.