Complaints statistics
We publish information about complaints from members of the public to be open about how our service is working.
Complaints help us understand where people have not received the service they expected. They also help us see where we may need to improve.
About these statistics
These figures cover complaints we received from members of the public between April of one year to March of the next. They are laid out below with the most recent statistics first, scroll down for previous’ years.
They include complaints handled through our complaints process. They do not include general enquiries or requests for information.
Jump to:
2019 Statistics
2020 Statistics
2021 Statistics
2022 Statistics
2023 Statistics
2024 Statistics
2025 Statistics
April 2025 to March 2026
Complaints received: April 2025 to March 2026
Summary of complaints received
|
Total number of complaints received
|
12
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
6 |
50% |
| Investigation |
6 |
50% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
5 |
6 |
| Percentage closed within the target timescale |
83% |
100% |
| Complaints where an extension was authorised |
0 |
0 |
| Percentage where an extension was authorised |
0% |
0% |
| Complaints closed outside the target timescale |
1 |
0 |
| Percentage closed outside the target timescale |
17% |
0% |
| Average time to resolve complaints |
3.2 working days |
13.8 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
3 |
2 |
| Partially upheld |
0 |
0 |
| Not upheld |
3 |
1 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
2 |
| Withdrawn |
Not applicable |
1 |
| Ongoing |
0 |
0 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
50% |
33% |
| Partially upheld |
0% |
0% |
| Not upheld |
50% |
17% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
33% |
| Withdrawn |
Not applicable |
17% |
| Ongoing |
0% |
0% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
April 2024 to March 2025
Complaints received: April 2024 to March 2025
Summary of complaints received
|
Total number of complaints received
|
19
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
11 |
58% |
| Investigation |
8 |
42% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
10 |
8 |
| Percentage closed within the target timescale |
91% |
100% |
| Complaints where an extension was authorised |
0 |
0 |
| Percentage where an extension was authorised |
0% |
0% |
| Complaints closed outside the target timescale |
1 |
0 |
| Percentage closed outside the target timescale |
9% |
0% |
| Average time to resolve complaints |
2.8 working days |
11.0 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
6 |
3 |
| Partially upheld |
1 |
3 |
| Not upheld |
4 |
0 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
2 |
| Withdrawn |
Not applicable |
0 |
| Ongoing |
0 |
0 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
55% |
38% |
| Partially upheld |
9% |
38% |
| Not upheld |
36% |
0% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
25% |
| Withdrawn |
Not applicable |
0% |
| Ongoing |
0% |
0% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
April 2023 to March 2024
Complaints received: April 2023 to March 2024
Summary of complaints received
|
Total number of complaints received
|
29
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
13 |
45% |
| Investigation |
16 |
55% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
12 |
18 |
| Percentage closed within the target timescale |
92% |
113% |
| Complaints where an extension was authorised |
0 |
0 |
| Percentage where an extension was authorised |
0% |
0% |
| Complaints closed outside the target timescale |
1 |
0 |
| Percentage closed outside the target timescale |
8% |
0% |
| Average time to resolve complaints |
3.7 working days |
13.8 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
6 |
7 |
| Partially upheld |
2 |
6 |
| Not upheld |
5 |
2 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
2 |
| Withdrawn |
Not applicable |
1 |
| Ongoing |
0 |
0 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
46% |
44% |
| Partially upheld |
15% |
38% |
| Not upheld |
38% |
13% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
13% |
| Withdrawn |
Not applicable |
6% |
| Ongoing |
0% |
0% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
Please note that two Stage 2 complaints received in March 2023 were carried over to April 2023 because they were received late in the previous reporting year.
April 2022 to March 2023
Complaints received: April 2022 to March 2023
Summary of complaints received
|
Total number of complaints received
|
45
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
20 |
44% |
| Investigation |
25 |
56% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
12 |
18 |
| Percentage closed within the target timescale |
60% |
72% |
| Complaints where an extension was authorised |
0 |
0 |
| Percentage where an extension was authorised |
0% |
0% |
| Complaints closed outside the target timescale |
8 |
3 |
| Percentage closed outside the target timescale |
40% |
12% |
| Average time to resolve complaints |
10.7 working days |
12.0 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
9 |
6 |
| Partially upheld |
6 |
10 |
| Not upheld |
6 |
5 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
1 |
| Withdrawn |
Not applicable |
2 |
| Ongoing |
0 |
2 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
45% |
24% |
| Partially upheld |
30% |
40% |
| Not upheld |
30% |
20% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
4% |
| Withdrawn |
Not applicable |
8% |
| Ongoing |
0% |
8% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
One frontline complaint and one Stage 2 investigation were carried over from quarter 4 of 2021 to 2022 into quarter 1 of 2022 to 2023. Two Stage 2 investigations from quarter 4 of 2022 to 2023 were carried over into quarter 1 of 2023 to 2024.
April 2021 to March 2022
Complaints received: April 2021 to March 2022
Summary of complaints received
|
Total number of complaints received
|
52
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
38 |
73% |
| Investigation |
14 |
27% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
22 |
13 |
| Percentage closed within the target timescale |
58% |
93% |
| Complaints where an extension was authorised |
1 |
0 |
| Percentage where an extension was authorised |
3% |
0% |
| Complaints closed outside the target timescale |
13 |
1 |
| Percentage closed outside the target timescale |
34% |
7% |
| Average time to resolve complaints |
6.0 working days |
15.4 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
23 |
2 |
| Partially upheld |
4 |
4 |
| Not upheld |
9 |
3 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
2 |
| Withdrawn |
Not applicable |
1 |
| Ongoing |
1 |
2 |
| Assigned for processing |
1 |
Not applicable |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
61% |
14% |
| Partially upheld |
11% |
29% |
| Not upheld |
24% |
21% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
14% |
| Withdrawn |
Not applicable |
7% |
| Ongoing |
3% |
14% |
| Assigned for processing |
3% |
Not applicable |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
April 2020 to March 2021
Complaints received: April 2020 to March 2021
Summary of complaints received
|
Total number of complaints received
|
39
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
28 |
72% |
| Investigation |
11 |
28% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
21 |
11 |
| Percentage closed within the target timescale |
75% |
100% |
| Complaints where an extension was authorised |
1 |
0 |
| Percentage where an extension was authorised |
4% |
0% |
| Complaints closed outside the target timescale |
6 |
0 |
| Percentage closed outside the target timescale |
21% |
0% |
| Average time to resolve complaints |
5.9 working days |
14.5 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
15 |
3 |
| Partially upheld |
2 |
3 |
| Not upheld |
11 |
4 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
1 |
| Withdrawn |
Not applicable |
0 |
| Ongoing |
0 |
0 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
54% |
27% |
| Partially upheld |
7% |
27% |
| Not upheld |
39% |
36% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
9% |
| Withdrawn |
Not applicable |
0% |
| Ongoing |
0% |
0% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
April 2019 to March 2020
Complaints received: April 2019 to March 2020
Summary of complaints received
|
Total number of complaints received
|
36
|
Complaints by stage
| Stage |
Number of complaints |
Percentage of complaints |
| Frontline resolution |
24 |
67% |
| Investigation |
12 |
33% |
Timescales for closing complaints
| Measure |
Frontline resolution |
Investigation |
| Complaints closed within the target timescale |
22 |
12 |
| Percentage closed within the target timescale |
92% |
100% |
| Complaints where an extension was authorised |
0 |
0 |
| Percentage where an extension was authorised |
0% |
0% |
| Complaints closed outside the target timescale |
2 |
0 |
| Percentage closed outside the target timescale |
8% |
0% |
| Average time to resolve complaints |
2.6 working days |
14.1 working days |
Complaint outcomes by stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
4 |
2 |
| Partially upheld |
3 |
6 |
| Not upheld |
17 |
3 |
| Escalated |
0 |
Not applicable |
| Invalid |
Not applicable |
1 |
| Withdrawn |
Not applicable |
0 |
| Ongoing |
0 |
0 |
| Delay requested |
0 |
Not applicable |
| On hold |
Not applicable |
0 |
Complaint outcomes as a percentage of complaints closed at each stage
| Outcome |
Frontline resolution |
Investigation |
| Upheld |
16.7% |
16.7% |
| Partially upheld |
12.5% |
50% |
| Not upheld |
70.8% |
25% |
| Escalated |
0% |
Not applicable |
| Invalid |
Not applicable |
8.3% |
| Withdrawn |
Not applicable |
0% |
| Ongoing |
0% |
0% |
| Delay requested |
0% |
Not applicable |
| On hold |
Not applicable |
0% |
