Parliamentary and Health Service Ombudsman
Responsive and Accountable?
The Parliamentary Ombudsman's review of complaint handling 2010-11
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Foreword
Our work
Case studies
Statistics
The future
Case studies
Refusal to escalate a complaint
Mr R, who lives in the Bristol area, had been experiencing difficulties arranging an inspection of his vehicle by the Driver and Vehicle Licensing Agency (DVLA) prior to registering it. Read more...
Refused to consider the complaint further
Ms B, who lives in London, complained that Children and Family Court Advisory and Support Service (Cafcass) had not responded appropriately to her complaint. Read more...
A mistake that cost one woman her home
Mrs J, who lived in London, made a witness statement during a fraud investigation that Jobcentre Plus and the local authority were pursuing into one of Mrs J’s neighbours. Read more...
Getting it wrong, twice
Mrs Q, from Wales, telephoned the Office of the Public Guardian’s helpline in July 2009 because she was not sure when she could register her father’s Enduring Power of Attorney (EPA). Read more...
Two similar complaints, two different outcomes
Mr S, from Surrey, received a summons to a court hearing, but HM Courts Service (HMCS) did not tell him what it was about. Read more...
Inaction and delay prevented one man from working
Mr P, from London, had a right to live and work in the UK. In January 2009, to prove that to potential employers, Mr P applied to the UK Border Agency (UKBA) for a residence card. Read more...
Improving services for vulnerable adults
Ms N is a very vulnerable adult, living in Edinburgh. She has learning disabilities, severe emotional problems, and cannot manage many areas of her life. Read more...
