Working jointly with the Local Government Ombudsman, we revealed how a vulnerable adult was let down by the NHS trust and council responsible for his care.

We continued our partnership with the South African Public Protector, learning about their approach to equality and diversity and how they communicate with communities that are hard to reach.

The Government was told to ‘hang its head in shame’ after our report highlighted the repeated failings of the Ministry of Defence to treat fairly a family who were interned by the Japanese during the Second World War.  

‘Patchy and slow’ is how we described the progress the NHS is making to improve the way it deals with patients’ complaints.

Our review Responsive and Accountable? uncovered the lengthy and protracted complaint systems in some government departments and agencies.

The overwhelming majority of respondents to our  public consultation on direct access supported the removal of the MP filter for  complaints about government departments and agencies.

By joining forces with the Local Government  Ombudsman, we uncovered significant failings in the care provided by an NHS  trust and local Council to a man with Down’s syndrome.

In More Cold Comfort we told the stories of nine  farmers who, amid the confusion of a new system, had made innocent mistakes in  their claims for financial support.  Our  investigation secured compensation for those individuals and a commitment from  the Rural Payments Agency to make changes to prevent future problems.

We gave evidence to the Commission led by the NHS  Confederation on why and how older people’s care is failing on dignity and what  will drive improvement.

We said farewell to Ann Abraham and welcomed her successor, Dame Julie Mellor, DBE who became the ninth Ombudsman.

The Health and Social Care Bill received Royal Assent, introducing new powers for us to share our decisions on NHS complaints more widely. Read more.