×

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 2019-20 we received:

  • 4,332 complaints - a 3% increase on the 4,188 received in the previous year.
  • 1,569 enquiries - an 8% decrease on the 1,707 received in the previous year.

We determined:

  • 5,668 complaints and enquiries – a very similar number to the 5,662 determined in the previous year.
  • 1,569 - the number of enquiries on which we gave advice, support and signposting information.
  • 4,099 – the total number of complaints determined. An increase of 4% on 3,955 in the previous year.
    • 3,511 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.
    • 588 - the number of complaints we investigated. 66% of which were about the health sector.
  • 58% - the overall rate of upheld complaints. This remains the same as the previous year.
  • 1,038 recommendations made for redress and improvement to public service:
    • 38% for personal redress - up from 33% in the previous year
    • 49% for learning and improvement - down from 56% in the previous year
    • 13% about complaint handling - up from 11% in the previous year.
  • 415 pieces of feedback given to authorities on how a complaint was handled or where we identify an issue not complained about.
  • 19% - the proportion of complaints that reached us before completing the organisation's complaints procedure. Down from 20% the previous year.

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

Updated: July 20, 2020