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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
War pensioner waited 18 months for travel expenses to be paid
Summary 945 |
Mr D made a claim to the NHS for travel expenses to be paid for trips to have an artificial limb fitted. He was entitled to claim because of his status as a war pensioner and not because of low income. NHS Business Services Authority (NHSBSA) took over a year to agree to pass his claim for payment.
Warm Front Scheme application cancelled without fair warning
Summary 944 |
Ms G complained about the Department of Energy and Climate Change's (DECC's) decision to cancel her application under the Warm Front Scheme. She said that as a result, she suffered from lack of adequate central heating and hot water in her home, which adversely affected her health and day–to–day living.
Rotation, rotation, rotation
Summary 943 |
A telephone call to the Rural Payments Agency (RPA) helpline in 2005 left an organic farmer with a ten–year subsidy headache that cost him thousands of pounds in lost farm income.
A painful battle for understanding
Summary 942 |
A farmer applied for a top–up to his government subsidy claim, to help make up for the hardship he had suffered because of foot and mouth disease. But the Rural Payments Agency (RPA) mishandled his application, causing him uncertainty, worry and financial loss.
Passport Office failed to deliver passport
Summary 941 |
Mr C complained that HM Passport Office (HMPO) did not deliver his daughter's passport and failed to accept responsibility for loss, insisting that it was delivered. Mr C wanted HMPO to issue a replacement free of charge and to apologise for the way it dealt with his complaint.
CPS error led to collapse of trial
Summary 940 |
The Crown Prosecution Service (CPS) failed to notify Ms A, a victim of crime, that a court hearing had been arranged. As a result, she did not attend and the case was dismissed due to lack of evidence.
HMCTS's errors did not cause loss of over £400,000
Summary 937 |
Mr G and his solicitors complained that HM Courts & Tribunals Service (HMCTS) caused a five–month delay in issuing a draft judgment to the parties, which led to the defendant disposing of his assets. Mr G was therefore unable to secure the debt awarded to him by way of a charging order against the defendant's properties.