Why we upheld complaints
We uphold investigations where we find an individual has suffered an injustice as result of a failure in a service and that has not been put right.
Key reasons why we upheld complaints about departments and their agencies in 2017-18 included poor communication.
Organisations making incorrect decisions was another important theme.
Individuals also raise concerns about how the organisation handled their complaint. A key factor in the complaints we upheld was that the complaint response was wrong or not evidence-based.
We also found that members of the public wanted a proper apology or action to put things right.