Supporting Local Authorities to deliver fair, robust and efficient complaint investigations — combining expert investigators with Resolve IQ, our purpose-built digital platform.
Pathway to In-House Capability
ICG conducts Stage 2 investigations using Resolve IQ, building familiarity within your team.
Your investigators begin using Resolve IQ alongside ICG with ongoing guidance.
Your team conducts investigations independently. Day-to-day cost dramatically reduced.
Statutory complaints investigations frequently involve large volumes of case records, multiple practitioners across different teams, safeguarding histories spanning several years, parallel legal proceedings and complex inter-agency involvement.
Investigations can require the review of thousands of pages of documentation, placing significant pressure on both investigators and Complaints Teams — while authorities must simultaneously ensure every investigation is procedurally compliant and defensible.
Our experienced investigators conduct thorough Stage 2 statutory complaint investigations including full review of case records, interviews with complainants and relevant staff, analysis of decision-making and professional practice, and preparation of comprehensive structured reports.
ICG provides experienced professionals to support Stage 3 Review Panels, including Independent Panel Chairs and Panel Members, conducted in full accordance with statutory guidance.
We support Local Authorities with Education and SEN matters, complex safeguarding complaints, workforce grievance and disciplinary investigations, and independent case reviews involving significant professional practice issues.
ICG can provide additional capacity during periods of increased complaint activity — including independent investigation resource, advice on complaint scoping, support with evidence review, and best practice guidance on statutory complaint processes.
Resolve IQ is currently in development — designed specifically for Children's Social Care statutory complaints investigations. It provides a structured, consistent framework supporting investigators and Complaints Teams throughout every stage.
Designed to support investigators in reviewing and structuring large case files — assisting with evidence identification, chronology development, cross-referencing and identification of key decision points.
Assists investigators with clear evidence referencing, structured analysis of complaint issues, and identification of gaps or inconsistencies within records. Reports that are clear, well-structured and evidenced.
Hosted on AWS London (eu-west-2). Powered by Amazon Bedrock UK. All data stays within the United Kingdom at all times. AES-256 encryption at rest, TLS 1.2+ in transit.
The structured framework reduces time spent on document review, chronology preparation and report drafting — enabling investigations to progress more efficiently without compromising quality.
A consistent investigation methodology across cases reduces variability and supports fair, transparent decision-making throughout.
Clear evidence trails, well-reasoned findings and transparent analysis significantly reduce risk when cases are reviewed by the LGSCO.
Resolve IQ reduces the administrative burden on Complaints Teams by assisting with evidence organisation, investigation structuring and report preparation.
By improving investigation efficiency and reducing escalation risk, the model can reduce costs associated with repeat investigations, Stage 3 panels and Ombudsman investigations.
ICG's model is designed with a clear long-term goal: to give Local Authorities the tools and capability to bring investigations in-house, substantially reducing dependence on external resource.
Resolve IQ has been built from the ground up with the security and compliance requirements of Local Authority procurement and Data Protection Officers in mind. Hosted exclusively on AWS EU-WEST-2 (London) — data does not leave the United Kingdom at any point.
ICG is currently working with a small number of Local Authorities to support the development of Resolve IQ. This collaborative approach ensures the platform is developed around real operational needs.
For further information or to discuss how the Independent Complaints Group may support your Complaints Team, please get in touch. Experienced investigators available to take on investigations at short notice.