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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
Mishandled application for court hearing fee refund
Summary 463 |
Although Mr T sent in a correct application for a fee remission, a county court did not handle it properly. When Mr T complained to HM Courts & Tribunals Service, (HMCTS), which is responsible for the running of the courts, he did not feel that it properly considered his concerns about how the court had handled his application.
UK Visas & Immigration took too long to process a student visa application
Summary 462 |
Ms H complained about UK Visas & Immigration's (UKVI) handling of her request to extend her student visa, and particularly that it retained her passport and took ten years to make a decision. She said that this caused her severe personal, financial and career problems, and her family suffered stress and financial hardship.
Prison staff lost man's legal papers
Summary 460 |
The prison lost Mr L's personal legal papers. It then did not search for the papers properly, so Mr L's complaint could not be resolved.
Legal Aid Agency failed to handle solicitor's submissions appropriately
Summary 458 |
Mr A complained about the Legal Aid Agency's handling of claim forms needed for payment of Legal Aid services that he submitted in 2006 and 2010, and the Legal Aid Agency's complaint handling. As a result, he said, he had not been paid money he was owed, and this affected him personally.
Poor complaint handling by organisation working for Jobcentre Plus
Summary 456 |
Mr V complained that A4e, a company which was working for Jobcentre Plus to support people into work, did not fully address his complaints. He considered its payment of £25, which was the result of the Independent Case Examiner's (ICE) investigation of his complaint, did not put things right.
GP practice's failings did not contribute to cancer patient's death, but trust's complaint handling was poor
Summary 455 |
Mr D complained that the GP practice did not refer his wife for investigation of her symptoms, which later turned out to be cancer. He also complained that an oncologist did not arrange to monitor the cancer after radiotherapy was complete. Mr D said that the Trust did not give a reasonable standard of care and treatment when his wife was in hospital, and that its complaint handing was poor.