Complaint outcomes
The tables below show the breakdown of our complaint decisions over the last five years:
Stage 1 complaint outcomes
Percentage breakdown of Stage 1 complaint outcomes
Stage 2 complaint outcomes over the last five years
Percentage breakdown of Stage 2 complaint outcomes
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Analysis
In 2023/24, the number of Stage 1 complaints not upheld increased significantly from 34 in 2022/23 to 53, which was 62% of all Stage 1 complaints investigated (compared to 53% in 2022/23), making it the highest number in the last five years.
However, the proportion of upheld complaints also increased, rising from 11 to 13. Partly upheld complaints saw a slight increase, from 19 to 20, representing 23% of Stage 1 complaints compared to 30% in 2022/23.
At Stage 2, the number of complaints doubled from 10 in 2022/23 to 20 in 2023/24, with upheld complaints increasing from 2 to 4. While the proportion of not upheld complaints improved slightly (from 40% to 45%), more cases progressed to this stage, suggesting a higher degree of dissatisfaction with our responses at Stage 1.
Overall, this highlights the need for a more thorough and balanced investigation at Stage 1 to prevent unnecessary escalations and ensure fairer outcomes.