Complaints performance
Contents
Outcome of stage 2 complaints
| Year | The number of complaints upheld at stage 2 | Total number of complaints closed in full at stage 2 | % of stage 2 complaints upheld |
|---|---|---|---|
| 2013/14 | 1 | 36 | 2.8% |
| 2014/15 | 7 | 50 | 14.0% |
| 2015/16 | 11 | 35 | 31.4% |
| 2016/17 | 3 | 24 | 12.5% |
| 2017/18 | 5 | 21 | 23.8% |
| 2018/19 | 6 | 17 | 35.3% |
| 2019/20 | 2 | 10 | 20% |
| 2020/21 | 2 | 15 | 13.3% |
| 2021/22 | 39 | 134 | 29.1% |
| 2022/23 | 15 | 123 | 12.2% |
| 2023/24 | 25 | 77 | 32.5% |
| 2024/25 | 6 | 57 | 10.5% |
| Year | The number of complaints not upheld at stage 2 | Total number of complaints closed in full at stage 2 | % of stage 2 complaints not upheld |
|---|---|---|---|
| 2013/14 | 27 | 36 | 75.0% |
| 2014/15 | 34 | 50 | 68.0% |
| 2015/16 | 19 | 35 | 54.3% |
| 2016/17 | 17 | 24 | 70.8% |
| 2017/18 | 15 | 21 | 66.7% |
| 2018/19 | 7 | 17 | 41.2% |
| 2019/20 | 7 | 10 | 70.0% |
| 2020/21 | 13 | 15 | 86.7% |
| 2021/22 | 37 | 134 | 27.6% |
| 2022/23 | 59 | 123 | 48.0% |
| 2023/24 | 24 | 77 | 31.2% |
| 2024/25 | 22 | 57 | 38.6% |
| Year | The number of complaints partially upheld at stage 2 | Total number of complaints closed in full at stage 2 | % of stage 2 complaints partially upheld |
|---|---|---|---|
| 2013/14 | 8 | 36 | 22.2% |
| 2014/15 | 9 | 50 | 18.0% |
| 2015/16 | 5 | 35 | 14.3% |
| 2016/17 | 4 | 24 | 16.7% |
| 2017/18 | 2 | 21 | 9.5% |
| 2018/19 | 4 | 17 | 23.5% |
| 2019/20 | 1 | 10 | 10.0% |
| 2020/21 | 0 | 15 | 0% |
| 2021/22 | 27 | 134 | 20.1% |
| 2022/23 | 23 | 123 | 18.7% |
| 2023/24 | 12 | 77 | 15.6% |
| 2024/25 | 11 | 57 | 19.3% |
| Year | The number of complaints resolved at stage 2 | Total number of complaints closed in full at stage 2 | % of stage 2 complaints resolved |
|---|---|---|---|
| 2021/22 | 31 | 134 | 23.1% |
| 2022/23 | 26 | 123 | 21.1% |
| 2023/24 | 16 | 77 | 20.8% |
| 2024/25 | 18 | 57 | 31.6% |
| Year | The number of complaints upheld after escalated | Total number of complaints closed in full after escalated | % of escalated complaints upheld |
|---|---|---|---|
| 2013/14 | 25 | 73 | 34.2% |
| 2014/15 | 34 | 143 | 23.8% |
| 2015/16 | 34 | 131 | 26.0% |
| 2016/17 | 28 | 126 | 22.2% |
| 2017/18 | 32 | 135 | 23.7% |
| 2018/19 | 45 | 166 | 27.1% |
| 2019/20 | 37 | 170 | 21.8% |
| 2020/21 | 21 | 114 | 18.4% |
| 2021/22 | 79 | 256 | 30.9% |
| 2022/23 | 70 | 227 | 30.8% |
| 2023/24 | 127 | 327 | 38.8% |
| 2024/25 | 91 | 347 | 26.2% |
| Year | The number of complaints not upheld after escalated | Total number of complaints closed in full after escalated | % of escalated complaints not upheld |
|---|---|---|---|
| 2013/14 | 40 | 73 | 54.8% |
| 2014/15 | 90 | 143 | 62.9% |
| 2015/16 | 75 | 131 | 57.3% |
| 2016/17 | 75 | 126 | 59.5% |
| 2017/18 | 86 | 135 | 63.7% |
| 2018/19 | 100 | 166 | 60.2% |
| 2019/20 | 93 | 170 | 54.7% |
| 2020/21 | 73 | 114 | 64.0% |
| 2021/22 | 125 | 256 | 48.8% |
| 2022/23 | 102 | 227 | 44.9% |
| 2023/24 | 141 | 327 | 43.1% |
| 2024/25 | 185 | 347 | 53.3% |
| Year | The number of complaints partially upheld after escalated | Total number of complaints closed in full after escalated | % of escalated complaints partially upheld |
|---|---|---|---|
| 2013/14 | 8 | 73 | 11.0% |
| 2014/15 | 19 | 143 | 13.3% |
| 2015/16 | 22 | 131 | 16.8% |
| 2016/17 | 23 | 126 | 18.3% |
| 2017/18 | 17 | 135 | 12.6% |
| 2018/19 | 21 | 166 | 12.7% |
| 2019/20 | 40 | 170 | 23.5% |
| 2020/21 | 20 | 114 | 17.5% |
| 2021/22 | 40 | 256 | 15.6% |
| 2022/23 | 38 | 227 | 16.7% |
| 2023/24 | 44 | 327 | 13.5% |
| 2024/25 | 50 | 347 | 14.4% |
| Year | The number of complaints resolved after escalated | Total number of complaints closed in full after escalated | % of escalated complaints resolved |
|---|---|---|---|
| 2021/22 | 12 | 256 | 4.7% |
| 2022/23 | 17 | 227 | 7.5% |
| 2023/24 | 15 | 327 | 4.6% |
| 2024/25 | 21 | 347 | 6.1% |