News type:
Fri 3 Jul 2015

Update: 3 July 2015

We have also updated our ‘How we investigate complaints’ factsheet to reflect the guidance. _________________________________________________________________________________________________________________________

Update: 15 June 2015

We have published a factsheet about redress for non-financial injustice, such as distress and inconvenience.

The purpose of the factsheet is to provide guidance on our approach and the level of awards we are likely to make to compensate applicants who have suffered significantly as a result of maladministration.

To bring us in line with industry practice, our usual starting point for awards will be £500 or more. In most cases, they will range from £500 to £1,000. But sometimes higher awards are necessary.

If the non-financial injustice is not significant, no award is likely to be made.

Please see our factsheet for more details.