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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
Poor complaint handling and investigation
Summary 482 |
The Pension, Disability and Carers Service (the Pension Service) and the Independent Case Examiner (ICE) failed to properly consider a complaint about advice on deferring state pension.
Errors and delays in making a decision on asylum seeker's application
Summary 480 |
UK Visas & Immigration (UKVI) did not give Mr T, an asylum seeker from an African country, the correct information on making further representations, and erroneously put his case in storage. This led to a delay in a decision and caused him stress and anxiety.
Errors and poor service at county court
Summary 478 |
Mr B complained about the poor service he received from HM Courts and Tribunal Service (HMCTS). He said that his case was unnecessarily delayed as a result of a series of mistakes by court staff.
Delays and misinformation resulted in a lost opportunity to investigate the actions of attorneys
Summary 476 |
Mrs R complained that the Court of Protection (a court that makes decisions that involve people who lack mental capacity) took 18 weeks to tell her that she needed to contact the Office of the Public Guardian about her concerns about her father's attorneys. The Office of the Public Guardian then gave her wrong information, which it corrected too late.