Complaints performance
Contents
Complaints response time
| Year | Total number of days taken to respond to stage 1 complaints | Total number of stage 1 complaints | Average number of days taken for a full response to be provided for a stage 1 complaint |
|---|---|---|---|
| 2013/14 | 4,943 | 1,095 | 4.5 |
| 2014/15 | 8,161 | 1,667 | 4.9 |
| 2015/16 | 8,262 | 1,800 | 4.6 |
| 2016/17 | 7,354 | 1,621 | 4.5 |
| 2017/18 | 33,983 | 2,249 | 15.1 |
| 2018/19 | 15,403 | 2,140 | 7.2 |
| 2019/20 | 12,097 | 1,684 | 7.2 |
| 2020/21 | 10,108 | 1,477 | 6.8 |
| 2021/22 | 7,181 | 2,608 | 2.8 |
| 2022/23 | 7,131 | 2,486 | 2.9 |
| 2023/24 | 8,496 | 2,879 | 3.0 |
| 2024/25 | 9,005 | 2,948 | 3.1 |
| Year | Total number of days taken to respond to stage 2 complaints | Total number of stage 2 complaints | Average number of days taken for a full response to be provided for a stage 2 complaint |
|---|---|---|---|
| 2013/14 | 578 | 36 | 16.1 |
| 2014/15 | 781 | 50 | 15.6 |
| 2015/16 | 552 | 35 | 15.8 |
| 2016/17 | 251 | 24 | 10.5 |
| 2017/18 | 270 | 22 | 12.3 |
| 2018/19 | 404 | 17 | 23.8 |
| 2019/20 | 277 | 19 | 14.6 |
| 2020/21 | 458 | 32 | 14.3 |
| 2021/22 | 1,767 | 143 | 12.4 |
| 2022/23 | 2,855 | 103 | 27.7 |
| 2023/24 | 1,989 | 77 | 25.8 |
| 2024/25 | 1,747 | 57 | 30.7 |
| Year | Total number of days taken to respond to escalated complaints | Total number of escalated complaints | Average number of days taken for a full response to be provided for an escalated complaint |
|---|---|---|---|
| 2013/14 | 1,306 | 73 | 17.9 |
| 2014/15 | 2,103 | 143 | 14.7 |
| 2015/16 | 2,016 | 131 | 15.4 |
| 2016/17 | 2,073 | 126 | 16.5 |
| 2017/18 | 2,511 | 135 | 18.6 |
| 2018/19 | 3,188 | 166 | 19.2 |
| 2019/20 | 3,154 | 170 | 18.6 |
| 2020/21 | 2,361 | 114 | 20.7 |
| 2021/22 | 809 | 256 | 3.2 |
| 2022/23 | 879 | 227 | 3.9 |
| 2023/24 | 1,155 | 327 | 3.5 |
| 2024/25 | 1,277 | 347 | 3.7 |