Case summaries

These short, anonymised stories show the profound impact that failures in public services can have on the lives of individuals and their families.

Please note we have not published any new case summaries on this page since 2015. In April 2021 we began publishing our casework decision statements and investigation reports on our decisions portal


Health cases only
Poor complaint handling by organisation working for Jobcentre Plus
Summary 456 |
Mr V complained that A4e, a company which was working for Jobcentre Plus to support people into work, did not fully address his complaints. He considered its payment of £25, which was the result of the Independent Case Examiner's (ICE) investigation of his complaint, did not put things right.
Inpatient care on a ward
Summary 201 |
Ms E's mother was admitted to the ward in the final stages of illness to build up fluids and weight.
GP practice gave wrong advice on how to escalate a complaint about it
Summary 1102 |
Mrs A complained about the GP Practice's failure to diagnose and treat her urinary tract infection (UTI) in a reasonable time, and about the attitude of her GP. She also complained about the accuracy of her medical records, about the Practice's complaint handling and its failure to learn from her complaint.