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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Woman lost money when court hearing was cancelled at short notice

Summary 22 | March 2014

An administrative error by HM Courts & Tribunals Service (HMCTS) led to the cancellation of a scheduled court hearing.

Misleading information on UK Visas and Immigration application form

Summary 21 | March 2014

Mr H complained that UKVI mishandled his application to stay in the UK as Mr E's civil partner. As a result, UKVI refused his application and he had no right of appeal.

Cafcass judgment should be challenged in court

Summary 20 | March 2014

A mother complained that the Cafcass officer assigned to her family was biased, but we found that it was reasonable for her concerns to have been raised in court.

Unclear advice from Ofcom

Summary 19 | March 2014

When Mr A called the Office of Communications (Ofcom) for advice about his telephone line, it did not give him clear advice.

Lost documents and poor complaint handling caused frustration and inconvenience

Summary 18 | March 2014

When processing his application, UKVI mislaid several of Mr B's original documents, including his birth certificate.

Delay at airport after UK Visas and Immigration wrongly withdrew an outstanding application

Summary 17 | March 2014

Ms F had an outstanding application for leave to remain. She travelled abroad but was delayed at the airport when she returned because UKVI had wrongly withdrawn her application.

ACAS investigated own staff conduct

Summary 16 | March 2014

A complaint to the Advisory, Conciliation and Arbitration Service (ACAS) about a member of staff prompted it to investigate an employee's actions and inappropriate use of an email account.

Prison complaint handler's investigation of disability complaint was reasonable

Summary 15 | March 2014

Mr D complained that a prison took too long to give him special furniture, which he needed for his disability. He also complained about the way the Prison and Probation Ombudsman (PPO) handled his complaint.

HM Courts & Tribunals Service recognised unnecessary bailiff contact alongside administrative errors

Summary 14 | March 2014

A man faced unnecessary contact from a bailiff company because of miscommunication.

Driver and Vehicle Licensing Agency was right to impose a late licensing penalty

Summary 13 | March 2014

When Mrs B sold her car, she did not receive an acknowledgement from DVLA and she continued to be liable for paying tax on that car. When the tax expired, Mrs B incurred a late licensing penalty of £80.