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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Complaint about unfair refusal of asylum claim and mistreatment at immigration removal centre

Summary 634 | January 2015

Mr Z complained that the Home Office unreasonably refused his asylum claim between 2010 and 2012 and tortured him at an immigration removal centre (IRC) in 2010.

UK Visas and Immigration delayed deciding an asylum seeker's request to stay in the UK

Summary 633 | December 2014

Mr R complained that three years after he had applied for permission to stay in the UK, UK Visas and Immigration (UKVI) had still not reached a decision.

UK Visas and Immigration made errors, and delayed decision on asylum seeker's application

Summary 632 | December 2014

UK Visas and Immigration (UKVI) put Ms D's application in storage by mistake. It then delayed making a decision on her application and failed to respond to her request for permission to work.

Food Standards Agency did not explain what it could and could not investigate

Summary 631 | December 2014

Mrs K asked the Food Standards Agency (FSA) to investigate her concerns about a local council. It did, but it did not explain to her the limitations of its remit.

Wrong information on website caused farmer significant loss

Summary 630 | December 2014

A farmer got incorrect information from the Department for Environment, Food and Rural Affairs (Defra), but Defra did not consider the financial and other effects its error had on him and his business.

Woman worried by factual errors in report

Summary 629 | December 2014

A report from the Children and Family Court Advisory and Support Service (Cafcass) had several factual errors about Ms T and her partner. Cafcass's complaint handling did not identify the errors.

HM Passport Office did not fully correct mistake

Summary 628 | December 2014

Ms J complained that HM Passport Office mishandled both her son's passport application and her subsequent complaint about this.

UKVI failed to record that it had received complaint, or respond in good time

Summary 627 | December 2014

Mr L said that UK Visas and Immigration (UKVI) did not recognise that his foreign birth certificate showed his right to work in the UK, and did not acknowledge or respond to his complaint.

Information Commissioner's Office was at fault in complaint handling

Summary 626 | December 2014

The Information Commissioner's Office (ICO) decided that it would not uphold Ms B's complaint about the Data Protection Act. However, it did not tell her that she could ask it to review that decision.

Delayed decision on failed asylum seeker's further submissions

Summary 625 | December 2014

UK Visas and Immigration (UKVI) took too long to make a decision on Mr A's case and its communication with him was poor.