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  6. Statistics 2024-25

New Customer Service Standards

We have updated our Customer Service Standards and are looking for feedback from customers. Please fill out our survey here by 12 May 2025: https://forms.office.com/e/ZDpjibqe8r 

Statistics 2024-25

Annual complaints statistics can be downloaded from the files below. For further information about the descriptions we use in our statistics, please see our explanation of terms. 

2024-25 Complaints statistics

  • Enquiries and complaints made by subject (Excel, 89KB)
  • Enquiries and complaints made by subject (PDF, 585KB)
     
  • Complaints received by subject and authority (Excel, 103KB)
  • Complaints received by subject and authority (PDF, 160KB)
     
  • Enquiries and complaints determined by sector and outcome (Excel, 57KB)
  • Enquiries and complaints determined by sector and outcome (PDF, 88KB)
     
  • Enquiries and complaints determined by subject and outcome (Excel, 101KB)
  • Enquiries and complaints determined by subject and outcome (PDF, 163KB)
     
  • Complaints determined by authority and outcome (Excel, 138KB)
  • Complaints determined by authority and outcome (PDF, 170KB)

Updated: May 2, 2025

Statistics

  • Statistics 2024-25
  • Statistics 2023-24
  • Statistics 2022-23
  • Statistics 2021-22
  • Statistics 2020-21
  • Statistics 2019-20
  • Statistics 2018-19
  • Statistics 2017-18
  • Statistics 2016-17
  • Statistics 2015-16
  • Statistics 2014-15
  • Statistics 2013-14
  • Statistics 2012-13
  • Statistics 2011-12
  • Statistics 2010-11
  • Statistics 2009-10
  • Statistics 2008-09
  • Statistics 2007-08
  • Statistics 2006-07
  • Statistics 2005-06
  • Statistics 2004-05
  • Explanation of Terms

Making a complaint

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  • How we handle complaints
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For organisations

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News

  • Current complaint allocation time: 12 weeks
  • Ombudsman findings, themes and trends – April 2025
  • Scottish Welfare Fund update - April 2025

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