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 | 1,163 | 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 | 1,059 | 2,608 | 40.6% |
| 2022/23 | 1,031 | 2,486 | 41.5% |
| 2023/24 | 1,322 | 2,879 | 45.9% |
| 2024/25 | 1,109 | 2,948 | 37.6% |
| 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 | 1,621 | 48.6% |
| 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 | 2,608 | 33.8% |
| 2022/23 | 795 | 2,486 | 32.0% |
| 2023/24 | 937 | 2,879 | 32.5% |
| 2024/25 | 1,183 | 2,948 | 40.1% |
| 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 | 139 | 1,621 | 8.6% |
| 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 | 2,608 | 13.7% |
| 2022/23 | 315 | 2,486 | 12.7% |
| 2023/24 | 297 | 2,879 | 10.3% |
| 2024/25 | 297 | 2,948 | 10.1% |
| Year | The number of complaints resolved at stage 1 | Total number of complaints resolved at stage 1 | % of stage 1 complaints resolved |
|---|---|---|---|
| 2021/22 | 311 | 2,608 | 11.9% |
| 2022/23 | 345 | 2,486 | 13.9% |
| 2023/24 | 323 | 2,879 | 11.2% |
| 2024/25 | 359 | 2,948 | 12.2% |
Resolved was introduced as a new outcome category into the Local Authority Model Complaints Handling Procedure by the Scottish Public Services Ombudsman (SPSO) from 2021/22 onwards.