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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Student Loans Company acknowledged its adviser made the wrong assumption about Mr A's case

Summary 815 | March 2015

Mr A applied to the Student Loans Company (SLC) for a student grant. When he received no money he telephoned the SLC to find out what had happened.

Student Loans Company recognised its delay caused student inconvenience, but it did not misadvise him

Summary 814 | March 2015

Mr T applied for student finance for a second university course in one academic year. He said the Student Loans Company (SLC) misadvised him about his application and he started his course without knowing whether it was successful. The SLC acknowledged a delay, but said it had not misadvised him.

Ofcom resolved its communication shortcoming

Summary 813 | March 2015

Ofcom failed to tell Mr N when it had finished investigating his concerns, but resolved this when he later complained.

Unfortunate series of circumstances left student without leave to remain

Summary 812 | March 2015

Ms L complained about UK Visas and Immigration's (UKVI's) handling of her application for a student visa in summer 2009. She said that its mishandling had an impact on subsequent applications she made in 2009 and 2010.

Information Commissioner resolved its confusing decision letter

Summary 811 | March 2015

The Information Commissioner's Office (ICO) made a reasonable decision about Mr P's case. But its first attempt to explain the decision was confusing. It was only after Mr P complained that it clarified the situation.

Information Commissioner's Office got things wrong but corrected its error

Summary 810 | March 2015

Mr D complained to the Information Commissioner's Office (ICO) about an information request he made to a company for the recording of a telephone call. Mr D wanted a copy of the recording but was having difficulties in getting it from the company.

Error in arranging a hearing did not lead to the complainant losing his court case

Summary 809 | March 2015

An administrative error by HM Courts & Tribunals Service (HMCTS) led to a court hearing being cancelled.

Coal Authority failed to deal with mine shaft query

Summary 808 | March 2015

The Coal Authority was not customer focused when it responded to a complaint about the location of a mine shaft.

Cafcass's error led cancellation of hearing

Summary 807 | March 2015

The Children and Family Court Advisory and Support Service (Cafcass) failed to notify relevant officer of a court hearing they were due to attend, which led to it being cancelled and the complainant incurred legal costs.

Wrong decision on settlement application

Summary 806 | March 2015

Mr R complained that UK Visas and Immigration (UKVI) mishandled his settlement application and failed to compensate him properly.