Statistics

The following reports can be downloaded in PDF format by clicking on the relevant header.

Annual Totals

Click on the heading above to see the numbers of enquiries and complaints received annually by the SPSO from April 2003 onwards. From April 2004 onwards, it details the proportion of complaints received by the sectors under our jurisdiction - health, local government, housing, the Scottish Executive and devolved administration and further and higher education. Note that further and higher education only came under our remit in October 2005.

Further details for each of the following reporting years can be accessed by clicking the relevant links:

2007-2008

Quarterly Review of Cases Received and Closed (Q1, 2 & 3)

2006-2007

Enquiries and complaints received by subject
Complaints received by subject and authority
Enquiries and complaints closed by sector and outcome
Complaints closed by subject and outcome
Complaints closed by outcome and authority

2005-2006

Enquiries and complaints received by subject
Complaints received by subject and authority
Complaints closed by outcome and authority

2004-2005

Enquiries and complaints received by subject
Complaints received by subject and authority
Complaints closed by outcome and authority

Please note that no further details are available for 2003-2004 or earlier.

Explanation of terms

For a more information about 'Section 2(2)' please click here.

Outcomes relate not simply to the reports that conclude our investigations, but to the full range of responses we make to the complaints we receive. We record and publish the outcome of all the complaints we receive in order to share the learning from our work as widely as possible and thereby to improve the delivery of public services. You will find below an explanation of the terms we use to describe the outcome of the complaints that were closed each year.

Withdrawn/failed to provide info
Not all complainants pursue their initial complaint, for a variety of reasons – sometimes because of personal reasons or a change in circumstance, or it may be that the body has resolved the complaint to the individual's satisfaction. In some cases, complainants do not provide requested information, or they may break off contact with the office. While we find that cases are more likely to be withdrawn before investigation has begun, sometimes they are withdrawn during investigation. If the case is close to completion and the Ombudsman feels it is in the public interest to publish her findings, she is entitled to do so. This course of action, however, is rare and consideration is always given to the complainant's reasons for withdrawing the complaint. We follow up all cases where appropriate.

Out of jurisdiction
This outcome relates to complaints that are about a body or a matter that our legislation precludes us from investigating. Some of these cases may require lengthy consideration, and in the event that the complaints do not progress to the investigation stage, we provide advice and, again, follow up where appropriate.

Premature
A large proportion of the complaints we receive are premature, i.e. they come to us before the complainant has been through the complaints process of the organisation concerned. When we receive premature complaints, we provide advice, for example, signposting complainants to where they should direct their grievance, and, where appropriate, helping them make a formal complaint in writing. The high number of premature complaints that we receive informs our Outreach work, which focuses on providing guidance to bodies about how to prevent complaints arising in the first place, and how to deal effectively with them if they do arise.

Discontinued before investigation
Sometimes after initial consideration of a complaint we decide that an investigation is not appropriate. This is most commonly because, from the information available, it is clear that there is was no basis for the complaint, or, where there is, that the body concerned has already taken appropriate action; or because it is clear that we would not be able to reach conclusions (for example, on a complaint about what was said during a conversation to which there were no independent witnesses).

Discontinued during investigation
We discontinue a very small number of cases during investigation. Most of these are discontinued because we and the complainant agree such a course is appropriate. Other reasons include lack of sufficient evidence to continue, or the complainant choosing to take legal action instead.

Fully upheld, partly upheld and not upheld
These relate primarily to cases that progressed to full investigation. Even in cases where the complaint is not upheld, the Ombudsman may make recommendations if she feels that there are lessons to be drawn from the issues raised in the investigation.

Updated November 2007