Introduction

In 2012-13, the SPSO

  • received 531 enquiries and 4,120 complaints (5% more complaints than last year)
  • dealt with a total of 4077 complaints (9% more than last year), including some carried forward from 2011-12.

Increase in upheld complaints and drop in premature complaints

Upheld complaints are those that were valid for us to investigate, and that we fully or partly upheld. The overall level of upheld complaints rose from 39% in 2011-12 to 46% in 2012-13. The number of cases that reached us prematurely (without having first gone through the public organisation's complaints process) dropped again, from 43% to 40%.

2012-13 Statistical tables

This year, we are publishing separate, more in-depth analyses of our findings in each of the main areas under our remit. These are being provided individually over the summer and early autumn, and will be made available on this site as they are published. They are intended as a tool for sharing and learning and will contain analysis of complaints received and handled, as well as providing case studies for each area.

Letters to authorities

The Ombudsman sends some authorities an annual letter about their complaint numbers.

Updated: November 29, 2018