Easter office closure

Please note that our office will be closed for the Easter holidays from 5pm on Thursday 9 April to 10am until Tuesday 14 April 2020.

COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries relating to complaints. However, our Scottish Welfare Fund review service is still available by telephone. Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  Please read our information for customers and organisations


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