Contents

Complaint outcomes

The tables below show the breakdown of our complaint decisions over the last five years:

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Stage 1 complaint outcomes

Table showing different stage 1 complaint outcomes

Stage 1 outcomes as a percentage

Table showing different stage 1 complaint outcomes shown as percentages

Percentage of Stage 1 complaints where a fault of some kind was found with a service over the last five years

Chart showing Percentage of Stage 1 complaints where a fault of some kind was found with a service over the last five years

Stage 2 complaint outcomes over the last five years

Chart showing stage 2 complaint outcomes over the last five years

We found a degree of fault in 47% of all Stage 1 complaints, which is higher than in the previous year. The percentage of complaints that were upheld at Stage 1 and Stage 2 of the complaints process was also higher than in the previous four years, and we found some degree of fault in 60% of the complaints escalated to Stage 2

Our Stage 1 investigations need to be more robust and thorough in the future to ensure individuals get a more balanced and fairer outcome earlier in the complaints process without having to escalate their complaints. Services also need to reflect on why a relatively high number of complaints were upheld and take steps to reduce service shortcomings.