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 | 22 | 22.7% |
| 2018/19 | 7 | 17 | 41.2% |
| 2019/20 | 1 | 19 | 5.3% |
| 2020/21 | 4 | 32 | 12.5% |
| 2021/22 | 41 | 143 | 28.6% |
| 2022/23 | 16 | 104 | 15.38% |
| 2023/24 | 25 | 77 | 32.46% |
| 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 | 22 | 68.2% |
| 2018/19 | 7 | 17 | 41.2% |
| 2019/20 | 12 | 19 | 63.2% |
| 2020/21 | 21 | 32 | 65.6% |
| 2021/22 | 41 | 143 | 28.6% |
| 2022/23 | 39 | 104 | 37.5% |
| 2023/24 | 24 | 77 | 31.1% |
| 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 | 22 | 9.1% |
| 2018/19 | 3 | 17 | 17.6% |
| 2019/20 | 6 | 19 | 31.6% |
| 2020/21 | 7 | 32 | 21.9% |
| 2021/22 | 30 | 142 | 21.1% |
| 2022/23 | 23 | 104 | 22.1% |
| 2023/24 | 12 | 77 | 15.5% |
| 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 | 26.05 |
| 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 | 78 | 255 | 30.5% |
| 2022/23 | 70 | 226 | 30.9% |
| 2023/24 | 127 | 326 | 38.9% |
| 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 | 255 | 49.0% |
| 2022/23 | 102 | 226 | 45.1% |
| 2023/24 | 141 | 326 | 43.2% |
| 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 | 255 | 15.9% |
| 2022/23 | 38 | 226 | 16.8% |
| 2023/24 | 43 | 326 | 13.1% |