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Appendix A. Complaints received by the Ombudsman against the Tax Credit Office 1 April 2003 – 31 May 2005
| 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% |
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|
| 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%
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