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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.

2019-20 public bodies statistics 

Annually, we share complaints statistics with public bodies to highlight service issues that people have complained about; this is aimed at understanding better what drives dissatisfaction with public services and whether there are systemic changes that can be made.

Annual statistics letter to local authorities 
Annual letter to other public bodies

Updated: March 18, 2021