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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Environment Agency took too long to act against odour and noise pollution

Summary 624 | December 2014

The Environment Agency's eleven–month delay in taking enforcement action against odour and noise pollution caused a family unnecessary stress and frustration.

Woman's email address sent to abusive ex-partner

Summary 623 | December 2014

Ms L complained to us about a number of mistakes the Children and Family Court Advisory and Support Service (Cafcass) had made in family court proceedings about her daughter. She felt these mistakes had unfairly influenced proceedings, and had allowed her ex–partner to be given contact with their daughter.

UK Visas and Immigration did not did not consider two laws when making an immigration decision

Summary 622 | December 2014

Mr S complained that UK Visas and Immigration (UKVI) did not take his personal circumstances into account when it refused him leave to remain in the UK in spring 2013. In particular, it did not take his family life into account.

UK Visas and Immigration delayed deciding couple's request to stay in the UK with their family

Summary 621 | December 2014

Mr G complained that UK Visas and Immigration (UKVI) delayed dealing with the application he and his wife had made to stay in the UK.

Pensioner paid too much tax and HMRC refused to refund it

Summary 620 | December 2014

Mr D overpaid tax for nearly 20 years during his retirement until he died.

NHS England failed to address a grieving widow's unanswered questions

Summary 619 | November 2014

Mrs B complained to GP practice and NHS England about the care her late husband received in the final weeks of his life.

GP's failure to examine a patient delayed cancer diagnosis

Summary 618 | November 2014

Mrs A's urinary problems led her to go to her GP on three occasions during the summer of 2013.

Trust failed to provide patient and his GP with clear discharge information

Summary 617 | November 2014

When Mr V was discharged following a head injury, the discharge information from the Trust did not make it clear who was responsible for setting up his follow up appointments and treatment.

Nurses did not alert medical staff quickly enough when older patient deteriorated

Summary 616 | November 2014

Mrs S complained that staff did not check her husband often enough on the day he died.

Patient not happy with CCTV in treatment room because she felt it invaded her privacy

Summary 615 | November 2014

Use of CCTV during radiotherapy treatment was justified, however a lack of clear patient information and local policies on its operation was unreasonable.