Complaints performance
Contents
Outcome of stage 1 complaints
| Year | The number of complaints upheld at stage 1 | Total number of complaints closed in full at stage 1 | % of stage 1 complaints upheld |
|---|---|---|---|
| 2013/14 | 583 | 1,095 | 53.2% |
| 2014/15 | 746 | 1,667 | 44.8% |
| 2015/16 | 640 | 1,800 | 35.6% |
| 2016/17 | 695 | 1,621 | 42.9% |
| 2017/18 | 1163 | 2,249 | 51.7% |
| 2018/19 | 968 | 2,140 | 45.2% |
| 2019/20 | 576 | 1,684 | 34.2% |
| 2020/21 | 636 | 1,477 | 43.1% |
| 2021/22 | 1,056 | 2,601 | 40.6% |
| Year | The number of complaints not upheld at stage 1 | Total number of complaints closed in full at stage 1 | % of stage 1 complaints not upheld |
|---|---|---|---|
| 2013/14 | 400 | 1,095 | 36.5% |
| 2014/15 | 747 | 1,667 | 44.8% |
| 2015/16 | 956 | 1,800 | 53.1% |
| 2016/17 | 787 | 1,622 | 48.5% |
| 2017/18 | 944 | 2,249 | 42.0% |
| 2018/19 | 1,025 | 2,140 | 47.9% |
| 2019/20 | 932 | 1,684 | 55.3% |
| 2020/21 | 678 | 1,477 | 45.9% |
| 2021/22 | 882 | 2,601 | 33.9% |
| Year | The number of complaints partially upheld at stage 1 | Total number of complaints closed in full at stage 1 | % of stage 1 complaints partially upheld |
|---|---|---|---|
| 2013/14 | 112 | 1,095 | 10.2% |
| 2014/15 | 174 | 1,667 | 10.4% |
| 2015/16 | 204 | 1,800 | 11.3% |
| 2016/17 | 787 | 1,622 | 48.5% |
| 2017/18 | 142 | 2,249 | 6.3% |
| 2018/19 | 147 | 2,140 | 6.9% |
| 2019/20 | 176 | 1,684 | 10.5% |
| 2020/21 | 163 | 1,477 | 11.0% |
| 2021/22 | 356 | 2,601 | 13.7% |