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A case will normally be classified as “partially upheld� if you find some failings (other than very minor ones) over and above those accepted and adequately put right beforehand.

“Very minor� failings are those which are either peripheral to the matters complained about and have little overall impact; or are matters complained about but clearly of very low profile and significance in the context of the wider complaint.

Example

• A complaint is upheld at tier 1. Part of an overpayment of tax credits is given up, and a payment of £10 made for worry and distress. But the customer remains unhappy and escalates to tier 2 because they believe that all of the overpayment should be written off, and that the amount of £10 for worry and distress was insufficient. At tier 2, you decide that while tier 1 were correct to give up only part of the overpayment, the appropriate amount for worry and distress should be £100 as the impact on the customer was severe and significant and tier 1 had all the information to reach the same conclusion. The complaint as presented to tier 2 is partially upheld.