The Independent Compliance Assessment Panel (ICAP) monitors the effectiveness of our Codes of Practice and whether our accredited businesses are complying with our recommendations and awards. Set up in 2015, it is completely independent from our organisation, and is made up of members from a variety of different backgrounds, including other Ombudsman schemes and the consumer lobby. If a business is found not to be complying with us, this could be by repeatedly refusing to provide a business file or failing to settle complaints, they can be referred to ICAP, who will decide what actions to be taken against them.