Appendix A: Complaints received by the Ombudsman on Tax Credit matters 1 April 2005 - 31 August 2007
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Complaints received by the Ombudsman on tax credits matters 1 April 2005 – 30 September 2007
Business year 1 April 2005 to 31 March 2006
19.1 % of PCA workload
Business year 1 April 2006 to 31 March 2007
20.6% of PCA workload
Business year 1 April 2007 to 31 August 2007
26.4% of PCA workload
| Business year | Number of cases taken on for investigation | Number of cases reported on in year |
|---|---|---|
| 05/06 | 404 | 299 |
| O6/07 | 120 | 393 |
Proportion of cases upheld in whole or in part
| Business year | Tax credits cases | Parliamentary Ombudsman cases generally |
|---|---|---|
| 05/06 | 90% | 54% |
| O6/07 | 74% | 63% |
| Casework themes | 04/05 | 05/06 | 06/07 |
|---|---|---|---|
Overpayment | 72% | 86% | 91% |
Problems with Tax Credit Office information, explanations, advice | 32% | 20% | 11% |
Problems with Tax Credit Office records | 31% | 41% | 19% |
Complaint handling | 29% | 30% | 10% |
Underpayments, ceased payments, etc | 17% | 9% | 6% |
Failure to reply | 14% | 9% | 2% |
Delays | 11% | 8% | 3% |
Errors processing claim | 11% | 11% | 2% |
Telephone helpline | 9% | 9% | 2% |
