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	3,802	341,140	11.1*
2022/23	3,616	341,400	10.6*
2023/24	3,879	340,930	11.4*

*This does not necessarily reflect an increase in the number of complaints received. From 2021/22 onwards, a new system was introduced, 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) at stage 1

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
2013/14	1,204	1,095	90.95
2014/15	1,860	1,667	89.62
2015/16	1,966	1,800	91.56
2016/17	1,771	1,621	91.53
2017/18	2,406	2,249	93.47
2018/19	2,323	2,140	92.12
2019/20	1,873	1,684	89.91
2020/21	1,623	1,477	91.00
2021/22	3,006	2,608	86.76
2022/23	2,816	2,486	88.28
2023/24	3,183	2,879	90.45

Volume of complaints closed (dealt with) at stage 2

Year	Total number of 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
2013/14	1,204	36	2.99
2014/15	1,860	50	2.69
2015/16	1,966	35	1.78
2016/17	1,771	24	1.36
2017/18	2,406	22	0.91
2018/19	2,323	17	0.73
2019/20	1,873	19	1.01
2020/21	1,623	32	1.97
2021/22	3,006	143	4.76
2022/23	2,816	104	3.69
2023/24	3,282	77	2.35

Volume of complaints closed (dealt with) escalated

Year	Total number of 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	73	6.06
2014/15	1,860	143	7.69
2015/16	1,966	131	6.66
2016/17	1,771	126	7.11
2017/18	2,406	135	5.61
2018/19	2,323	166	7.15
2019/20	1,873	170	9.08
2020/21	1,623	114	7.02
2021/22	3,006	255	8.48
2022/23	2,816	226	8.03
2023/24	3,282	236	7.19