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.

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Driver and Vehicle Standards Agency denied problems with voiceover for driving theory test

Summary 12 | March 2014

The DVSA took over a year to admit that one of the questions in the Urdu voiceover of the driving theory test was mistranslated.

HM Courts & Tribunals Service failed to consider all the evidence when pursuing customer for fine

Summary 11 | March 2014

HMCTS failed to take into account an error by the police when it chased a customer for an unpaid traffic offence fine.

The Environment Agency failed to clearly explain its role

Summary 10 | March 2014

Mr B asked the Environment Agency to help him because his pond had been polluted by run-off from a neighbouring farmer's field.

Landlord delayed evicting tenant due to HM Courts & Tribunals Service error

Summary 9 | March 2014

A private landlord was unable to start proceedings to evict her tenant because HMCTS did not tell her she had issued them at the wrong court.

Cafcass failed to follow procedures in family court case

Summary 8 | March 2014

A father complained about a Cafcass officer's report to the court in response to his ex-wife's application to emigrate with their children.

Immigration Enforcement to review guidance following Ombudsman's investigation

Summary 7 | March 2014

Poor communication between Immigration Enforcement and its contracted property provider meant that Mr R had great difficulties in having his complaint addressed.

Asylum seeker waited 18 months for routine decision on application to settle in UK

Summary 6 | March 2014

UK Visas and Immigration delayed making a decision on an application to settle in the UK from an asylum seeker who had lived here for more than six years.

UK Visas and Immigration apologised for delay on an asylum claim

Summary 5 | March 2014

Poor handling of an asylum case led to a delay of more than two years in Mr R receiving a decision from UKVI.

Cafcass was wrong to restrict the complainant's contact with it

Summary 4 | March 2014

Ms S complained about a Cafcass officer's actions. When Cafcass dealt with her complaint, it told her that she should have challenged what the officer had recommended in court. When it did that, it also told Ms S that she was only allowed to contact Cafcass in writing.

Man compensated for loss of his job

Summary 3 | March 2014

Mr F, who was exercising EU treaty rights by living and working in the UK, received compensation from UK Visas and Immigration (UKVI) after it caused him to lose his job.

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