Over the year, we helped 5,508 people. This included handling 4,104 complaints and giving advice and support on 1,404 enquiries.
Our overall complaint uphold rate was 52% and we made 1,379 recommendations for redress and improvement. Our learning and improvement team began work to develop and improve the impact of SPSO recommendations.
We reviewed 437 Scottish Welfare fund decisions in our new role as independent reviewer of councils' decisions on community care grants and crisis grants.
Our Complaints Standards Authority completed work on developing new complaints handling procedures for NHS and social work complaints. The new social work procedure saw SPSO's role extended, and we can now consider professional judgement in relation to social work complaints.
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