Appendix A: Complaints received by the Ombudsman against the Tax Credit Office 1 April 2003 - 31 May 2005
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| Total complaints = | 312 |
| Business year to 31 March 2004 | 37 = 3% of PCA workload |
| Business year to 31 March 2005 | 216 = 9.4% of PCA workload |
| Business year to 31 March 2006 | 59 = 23% of PCA workload |
| Proportion of completed cases upheld in whole or in part | |
| Tax Credits cases: 79% | |
| Parliamentary Ombudsman cases generally: c 33% | |
| Telephone enquiries | |
| December 2004 | 70 |
| January 2005 | 70 |
| February 2005 | 121 |
| March 2005 | 132 |
| April 2005 | 240 |
| May 2005 | 300 |
Case work themes - cases will have more than one theme each
(Percentages based on cases received to 14 April 2005)
Overpayment = 69%
Problems with TCO records = 32%
Problems with information, explanations, advice, award notices etc. supplied by TCO = 36%
Complaints handling = 28%
Underpayment, ceased payments, wrong bank accounts etc = 17%
Failure to reply = 15%
Delay = 12%
Errors processing claim and calculating award = 11%
Helpline = 9%
