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Complaints about UK government departments and agencies in 2017-18 

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.