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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
HMRC kept giving incorrect information
Summary 772 |
Mr J wanted HM Revenue & Customs (HMRC) to tell him correctly what tax he owed so he could pay it, but it failed to do so. HMRC mishandled Mr J's tax affairs, causing him to underpay tax. When he asked for it to correct this, it gave him incorrect explanations and made wrong decisions.
Ofsted's complaint handling needed to go further
Summary 770 |
Ms T was concerned about the attitude of an inspector from the Office for Standards in Education, Children's Services and Skills (Ofsted) during an inspection. She felt Ofsted did not handle her complaint about this in a reasonable way.
Poor communication by UK Visas and Immigration
Summary 769 |
Mr L complained that UK Visas and Immigration (UKVI) should have granted him two years leave so that he could meet the necessary level of knowledge of language and life in the UK. He said that a judge at his immigration tribunal had highlighted this. Mr L said that because UKVI had not done what the judge said, he had suffered deep depression, stress and anxiety.
Following through might have managed expectations
Summary 768 |
Mr C complained that UK Visas and Immigration's (UKVI's) decision about his stepdaughter's application was wrong. He said that UKVI's actions caused him and his Family a great deal of distress. He also complained about the way UKVI dealt with his telephone and email correspondence.