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COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, our response times will be affected.  We are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

Introduction

In 2018-19 we received:

  •  4,188 complaints - a 2% increase on the 4,125  received in the previous year.
  •  1,707 enquiries - an 89% increase on the 904 received in the previous year.

We determined:

  • 5,662 complaints and enquiries - a 10% increase on the 5,130 determined in the previous year. 

  • 1,707 - the number of enquiries on which we gave advice, support and signposting information.  A massive 89% increase on the 904 in the previous year.
  • 3,955 – the total number of complaints determined.  A decrease of 6% on 4,226 in the previous year.
    • 3,285 - complaints were decided following detailed consideration pre-investigation.  These were not investigated for a number of reasons, such as out of jurisdiction, out of time or we could not achieve more for the complainant by investigating.
    • 670 - the number of complaints we investigated.  68% of which were about the health sector.
  • 58% - the overall rate of upheld complaints.
  • 1,160 recommendations made for redress and improvement to public service:
    • 386 for personal redress
    • 644 for learning and improvement
    • 130 about complaint handling.
  • 20% - the proportion of complaints that reached us before completing the organisation's complaints procedure.  Down from 24% the previous year. 

For further information about the descriptions we use in our statistics, please see our explanation of terms.

2018-19 annual letters

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

Updated: February 20, 2020