Why ICE is coming for child maintenance complaints (2024)

Child Maintenance Problems? Complain to ICE Now!
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Understanding the Role of the Independent Complaints Examiner for the CMS
Are you struggling with issues related to the Child Maintenance Service (CMS)? You're not alone. This video sheds light on the role of the Independent Complaints Examiner (ICE) appointed by the Department for Work and Pensions (DWP). Here's what you need to know:

The CMS, part of the DWP, is overseen by an Independent Complaints Examiner (ICE) whose job is to ensure the CMS adheres to its own policies and procedures by addressing and resolving complaints.

Key Points Covered:

Role of ICE: ICE acts as an intermediary to ensure CMS follows its procedures correctly. They handle complaints and direct the CMS to make necessary corrections.
Example Scenario: If a court order is submitted to the CMS but not acted upon, ICE can step in, review the complaint, and possibly direct compensation for the inconvenience caused.
Compensation: ICE can award small compensation amounts (usually around £25) for service failures. Multiple issues can accumulate to a more significant amount.
Complaint Process: You must go through the Mandatory Reconsideration process before approaching ICE. ICE will then review and decide on your complaint, often taking 18 months to two years for resolution.
Handling Complaints: It's advisable to submit individual complaints rather than multiple issues in one to facilitate better tracking and resolution.
Submission Tips: Upload complaints via the CMS portal for quicker processing. If you need confirmation, call CMS after submission to ensure documents are correctly received.
Evidence Gathering: Request and review call recordings via a Subject Access Request to support your complaint.
Additional Routes: Besides ICE, you can escalate issues to your MP, the Parliamentary Ombudsman Service, or take legal action if necessary.
Important Reminders:

Stay polite and concise in your communications.
Ensure your complaints are well-documented and supported by evidence.
Understand that ICE and CMS processes can run in tandem, and CMS enforcement actions may continue during complaint resolution.
For a more detailed understanding of how to effectively handle CMS-related issues and make the most of ICE's services, watch the full video. Don't forget to like, share, and subscribe for more insightful content.

Thank you for watching! Have a great day!

Start of Transcript

"Hello how are you doing? Have you had a good week? Today let's talk about complaints to the Child Maintenance Service and where the Independent Complaints examiner often shortened to ICE comes into it so been a government Department the CMS which is part of the department for work and pensions has appointed an Independent examiner okay and their job is to look at the DWP and check that they're doing their job properly and the way to do that is by look at complaints resolving complaints okay and directing the department of work and pensions and the CMS to get things right now the Independent Complaints examiner kind of works for you in making sure that the CMS follows its own procedures."

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00:00 Introduction
00:15 Who Runs the CMS?
00:47 Who does ICE work for?
01:14 Compensation from the CMS
#cms #csa #childsupport #childmaintenance #childmaintenanceuk #childmaintenanceservice #childsupport #dwp #hmrc