The Northern Trust failed to act on a woman’s concerns about her mother’s health. This, as well as its failure to properly assess her spinal injury and accurately read the results of an MRI scan, led to her untimely death.
We concluded that a 25% cut to a complainant’s rates bill was appropriate financial redress for the problems she experienced, but asked the Land and Property Service to put in new procedures to help them trace ratepayers more effectively.