Case summaries

These short, anonymised stories show the profound impact that failures in public services can have on the lives of individuals and their families.

Please note we have not published any new case summaries on this page since 2015. In April 2021 we began publishing our casework decision statements and investigation reports on our decisions portal.

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Health and Safety Executive's inspections were not at fault

Summary 1005 | September 2015

A local community action group complained that the Health and Safety Executive (HSE) did not properly investigate its complaint about health and safety breaches at a nearby building site.

RPA confused payment to farmer but did not cause him financial loss

Summary 1004 | August 2015

Mr N complained about how the Rural Payments Agency (RPA) had handled his payment for land management since 2007, the way it communicated with him, and how it handled his complaint.

No reason for HMCTS to pay compensation

Summary 1003 | August 2015

Court staff's actions delayed a court case for over a year. HM Courts & Tribunals Service (HMCTS) acknowledged its failings, but did not agree with Mr J's claim that the delay left him out of pocket by nearly £25,000.

Couple prevented from arguing their case for legal aid

Summary 1002 | August 2015

The Legal Aid Agency (LAA) failed to explain clearly why it had refused an application for legal aid. As a result, the applicants lost the opportunity to appeal properly against that decision.

Border Force were right to send woman back to USA but caused her stress at the airport

Summary 1001 | August 2015

Ms H complained that Border Force refused to allow her to come to the UK for six months as a visitor, and also about her treatment at the airport when it sent her back to the USA.

UKVI did not compensate enough for hardship

Summary 1000 | August 2015

Mr K complained about the amount of compensation UK Visas and Immigration (UKVI) offered him for its delay in processing his asylum appeal. Mr K suffered hardship while waiting for paperwork to grant him permission to stay in the UK.

Border Force responded poorly to allegation of inappropriate behaviour by immigration officers

Summary 999 | August 2015

A British citizen's complaint that she was treated inappropriately by Border Force officials when she entered the UK was not handled well.

HMCTS caused delay to court application and failed to provide clear information about a hearing

Summary 998 | August 2015

When Mrs G applied to register her husband's Enduring Power of Attorney, HM Courts &Tribunals Service (HMCTS) took too long to refer the case to a judge for action. Its correspondence was also unclear, so Mrs G did not realise she had to attend a hearing.

UKVI correctly turned down application to stay in the UK because the applicant had not lived here for the required 20 years

Summary 997 | August 2015

Mr H complained about UKVI's refusal to grant him permanent residence in the UK and said it breached his human rights.

Taxi driver drove without valid licence or insurance for four years because of HMCTS mistake

Summary 996 | August 2015

Mr D is a private hire taxi driver. In 2013 police stopped him for a routine check. He was horrified when the police told him his licence had been revoked four years earlier.