Complaints performance
Contents
Complaints performance against timescales
| Year | Number of complaints at stage 1 which were closed off within the SPSO timescale of 5 working days | Total number of complaints closed in full at stage 1 | % of complaints at stage 1 which were closed in full within the SPSO timescale of 5 working days |
|---|---|---|---|
| 2013/14 | 943 | 1,095 | 86.1% |
| 2014/15 | 1,324 | 1,667 | 79.4% |
| 2015/16 | 1,514 | 1,800 | 84.1% |
| 2016/17 | 1,333 | 1,621 | 82.2% |
| 2017/18 | 1,272 | 2,249 | 56.6% |
| 2018/19 | 1,361 | 2,140 | 63.6% |
| 2019/20 | 1,176 | 1,684 | 69.8% |
| 2020/21 | 999 | 1,477 | 67.6% |
| 2021/22 | 2,357 | 2,608 | 90.4% |
| 2022/23 | 2,155 | 2,486 | 89.7% |
| 2023/24 | 2,445 | 2,879 | 84.9% |
| Year | Number of complaints at stage 2 which were closed off within the SPSO timescale of 20 working days | Total number of complaints closed in full at stage 2 | % of complaints at stage 2 which were closed in full within the SPSO timescale of 20 working days |
|---|---|---|---|
| 2013/14 | 27 | 36 | 75.0% |
| 2014/15 | 48 | 50 | 96.0% |
| 2015/16 | 33 | 35 | 94.3% |
| 2016/17 | 24 | 24 | 100.0% |
| 2017/18 | 19 | 22 | 86.4% |
| 2018/19 | 14 | 17 | 82.4% |
| 2019/20 | 16 | 19 | 84.2% |
| 2020/21 | 29 | 32 | 90.6% |
| 2021/22 | 18 | 143 | 12.6% |
| 2022/23 | 3 | 104 | 2.9% |
| 2023/24 | 1 | 77 | 1.3% |
| Year | number of escalated complaints which were closed off within the SPSO timescale of 20 working days | Total number of escalated complaints closed in full at this stage | % of escalated complaints which were closed in full within the SPSO timescale of 20 working days |
|---|---|---|---|
| 2013/14 | 53 | 73 | 72.6% |
| 2014/15 | 125 | 143 | 87.4% |
| 2015/16 | 114 | 131 | 87.0% |
| 2016/17 | 112 | 126 | 88.9% |
| 2017/18 | 112 | 135 | 83.0% |
| 2018/19 | 121 | 166 | 72.9% |
| 2019/20 | 127 | 170 | 74.7% |
| 2020/21 | 99 | 114 | 86.8% |
| 2021/22 | 220 | 255 | 86.3% |
| 2022/23 | 177 | 227 | 77.9% |
| 2023/24 | 258 | 326 | 79.1% |