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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Dental practice handled complaint poorly

Summary 494 | October 2014

Mr P was unhappy that he could not get a dental appointment within a month. He could not speak to the dentist, and the Practice manager then sent him a letter to say he should find another dentist. Mr P complained to the Dental Practice's head office.

Patient's concerns could not be investigated because his records had been destroyed

Summary 493 | October 2014

Mr A's complaint about the care he received in A&E could not be independently investigated because the Trust had destroyed the A&E records.

Woman developed severe pressure sore while in care home run by BUPA

Summary 492 | October 2014

Mrs F, who was in a care home, developed a red area on her hip. The red area developed into a severe pressure sore that needed hospital treatment.

Dental practice provided inadequate care

Summary 491 | October 2014

A dental practice did not address a young patient's dental concerns properly, although she said she was in pain.

Mistakes in continuing care funding decision

Summary 490 | October 2014

Mr R complained that the Clinical Commissioning Group (CCG) had declined his request for a refund of his legal and personal costs incurred after it wrongly decided that his mother was not eligible for NHS continuing care funding.

Distress of miscarriage was made more upsetting

Summary 489 | October 2014

Mrs E suffered a miscarriage. Her distress was made worse by poor communication and poor record keeping.

Highways Agency did not use all available evidence to investigate complaint

Summary 488 | October 2014

Mr L's car had been hit by a sign on the M25. He reported it to the Highways Agency and asked it to pay for the damage to be repaired.

Excessive delay in dealing with an application from a vulnerable asylum seeker

Summary 487 | November 2014

Miss P complained about UK Visas & Immigration (UKVI)'s delay in deciding her application. She said that this so seriously affected her physical and mental health that she was on medication and in constant fear.

Failed asylum seeker should have had decision on case two and a half years earlier

Summary 486 | November 2014

UK Visas & Immigration (UKVI) should have made a decision on an application from a Zimbabwean asylum seeker by summer 2011.

Asylum seeker waited two years and eight months for a decision on his application from UK Visas & Immigration

Summary 485 | November 2014

Mr D complained about UK Visas & Immigration (UKVI)'s delay in deciding his application. He said that he had been unable to support himself and his partner and that this had left him feeling distressed.

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