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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
Cafcass gave poor service to father who did not have direct contact with his children
Summary 993 |
Mr K complained about how the Children and Family Court Advisory and Support Service (Cafcass) handled his case. He said that its reports were biased, staff did not communicate with him properly, and Cafcass failed to deliver letters and cards he sent to his children, despite being ordered to do so by the court.
Confusion over DWP's factsheet on insolvent occupational pension scheme
Summary 992 |
The Department for Work and Pensions (DWP) failed to clarify its own roles and responsibilities in a factsheet it produced in 2013 about a privatised company's pension scheme. This caused confusion to a number of people who contacted us with concerns about their retirement.
HMCTS made appropriate payment for loss of files
Summary 991 |
Mr J complained that HM Courts & Tribunals Service (HMCTS) was responsible for losing six case files that he had prepared as part of his application to appeal a court decision. He was unhappy with the level of compensation that HMCTS offered.
Cafcass had done enough to put things right
Summary 990 |
A report produced for a court hearing about where Mr D's children should live incorrectly stated that Mr D had a criminal conviction for domestic violence. The mistake was corrected, but Mr D said this took too long and influenced proceedings.
Cafcass had already acknowledged poor complaint handling
Summary 988 |
Mr S was involved in family court proceedings but was unhappy with the way officers at the Children and Family Court Advisory and Support Service (Cafcass) had dealt with his case over four years. He wanted Cafcass to be held accountable and a payment for his legal costs.
HMCTS mishandled debtor's case
Summary 987 |
Mr T complained that HM Courts & Tribunals Service (HMCTS) acted unreasonably and failed to take his circumstances into account when it referred his debt to the bailiffs. He said HMCTS' actions caused him significant distress and added financial problems.