Complaints performance

Volume of complaints received in the year

Year	Total number of complaints received	Population of North Lanarkshire	Number of complaints received per 1,000 population
2013/14	1,279	337,870	3.8
2014/15	1,903	337,730	5.6
2015/16	2,021	337,950	6.0
2016/17	1,823	338,260	5.4
2017/18	2,587	339,390	7.6
2018/19	2,397	339,960	7.1
2019/20	2,020	340,180	5.9
2020/21	1,897	341,370	5.5
2021/22	3,791	341,140	11.1*

*This does not necessarily reflect an increase in the number of complaints received; a new system was introduced in 2021/22 which improved on the process for recording complaints and complaints for adult social care, culture and leisure activities, and the council’s arm’s length external organisations are now included in the figures produced by the system.  

Volume of complaints closed (dealt with) in the year

Year	Total number of complaints closed in the year	Total number of complaints closed at stage 1 in the year	Number of complaints closed at stage 1 as a percentage of all complaints closed in the year	Total number of complaints closed at stage 2 in the year	Number of complaints closed at stage 2 as a percentage of all complaints closed in the year	Total number of complaints escalated in the year	Number of complaints closed after escalated as a percentage of all complaints closed in the year
2013/14	1,204	1,095	90.9%	36	3.0%	73	6.1%
2014/15	1,860	1,667	89.6%	50	2.7%	143	7.7%
2015/16	1,966	1,800	91.6%	35	1.8%	131	6.7%
2016/17	1,771	1,621	91.5%	24	1.4%	126	7.1%
2017/18	2,406	2,249	93.5%	22	0.9%	135	5.6%
2018/19	2,323	2,140	92.1%	17	0.7%	166	7.1%
2019/20	1,873	1,684	89.95	19	1.0%	170	9.1%
2020/21	1,623	1,477	91.2%	32	1.8%	114	7.0%
2021/22	2,994	2,601	86.9%	142	4.7%	251	8.4%