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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. 

 

Type
Type
Health cases only
Teacher waited 17 years for injuries benefit
Summary 102 |
Mr A claimed industrial injuries disablement benefit over 20 years ago following an accident on his way home from a work course. Jobcentre Plus dismissed his claim. He tried to appeal several times but failed. After the tribunal decided in 2010 that he should receive the benefit, Jobcentre Plus paid Mr A the money for the 17 years he had missed out on but failed to pay him interest on that sum.
Border Force repeatedly charged the wrong rate of import VAT – again
Summary 96 |
Mrs B collects Japanese antiques and regularly imports goods into the UK by post. Often the parcels are charged the wrong rate of import VAT, even though the customs declaration on each parcel is correct. Mrs B frequently has to claim refunds of the wrongly-charged VAT.
Border Force repeatedly charged the wrong rate of import VAT
Summary 95 |
Mr D collects coins and regularly imports goods to the UK by post. Often the parcels are charged the wrong rate of import VAT, even though the customs declaration on each parcel is correct. Mr D frequently has to claim refunds of the wrongly-charged VAT.