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


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