COVID-19 update

Our office is currently not open to visitors. We are responding to emails and are operating a limited telephone service for complaints related enquiries. Our Scottish Welfare Fund review service is available by telephone as normal. Please read our information for customers and organisations.


In 2017-18 we received 5,029 complaints and enquiries. We determined 5,130 complaints and enquiries.

60% of the cases we investigated this year were about the health sector. These are often more complex, and may need multiple pieces of specialist advice. We found that the number of cases requiring multiple pieces of advice rose by 38% this year. This change reflects the increasing complexity of the cases we are investigating.

We gave advice, support and provided signposting on 904 enquiries.

3,452 complaints were decided following detailed consideration pre-investigation.

We fully investigated 734 complaints.

The overall rate of upheld complaints increased to 58.8% this year from 54% last year.

We made 1,192 recommendations for redress and improvement to public service.

The proportion of complaints that reached us before completing the organisation's procedure (premature complaints) dropped from 28% last year to 24% this year.

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

2017-18 annual letters

The Ombudsman sends some authorities an annual letter about their complaint numbers.

Updated: March 18, 2021