Investigation reports

An architect complained that he was unfairly removed from a project to restore a historic monument.

We investigated a complaint from a member of the public who believed she was treated unfairly by the Department of Health.

In June 2021 the Ombudsman found that repeated failings by the Department for Communities in how it handled further evidence amounted to ‘systemic maladministration’. Ombudsman Margaret Kelly made 33 recommendations on how the system could be improved.

This follow-up report shows that out of the 33 recommendations made, 10 have been fully met, 18 partly met, and 5 not met. 

Our investigation led to the Department for Communities repaying over £11,000 to a man after we found he was given poor advice which caused him to lose his existing benefits.

Our investigation examined a man's claims that the Department for Communities had failed to consider his ‘difficulties’ when considering his claim for the Personal Independence Payment benefit, and that it lacked understanding of his condition.

Our investigation found that the Department for Communities and Capita failed to properly obtain and use all relevant medical information to help them assess claims for the Personal Independence Payment (PIP) benefit.

The Driver & Vehicle Agency failed to manage a complainant's medical assessment in a timely manner, thereby increasing the risk that his licence would expire while his renewal was being processed. The Ombudsman also found that the DVA failed to communicate with the Occupational Health Service to ensure the application was treated as a priority.

The Ombudsman has recommended that the Department for Communities should review its operation of the appointee procedure following an investigation into a complaint.