Call recording pilot

From Wednesday 17 August 2022 we are piloting call recording and calls to and from our 0800 complaints number and Assessment & Guidance team may be recorded. There is more detail about why we are recording calls and the purposes for which we may use them in our call recording privacy notice (Word, 15KB).  If you wish to contact us through another route, please use our contact form.

In 2021-22, we received 3,665 complaints – a 17% increase on the 3,130 we received in the previous year. We saw a substantial decrease in the number of complaints received last year, likely as a result of the COVID-19 pandemic and the significant disruption to public services during the first quarter. The rise this year brings us closer in line with pre-pandemic levels.

Key figures

  • 703 - the number of enquiries on which we gave advice, support and signposting information.
  • 3,492 – the total number of complaints determined, a 10% increase on 3,176 in the previous year.
    • 3,208 complaints were decided following detailed initial consideration. These were not progressed beyond initial enquiries for a number of reasons. For example, they were out of our jurisdiction, we could not achieve more for the complainant or we were able to resolve the complaint at an early stage.
    • 284 - the number of complaints we investigated. 73% of which were about the health sector.
  • 63% - the overall rate of upheld complaints. Up from 61% last year.
  • 511 recommendations made for redress and improvement to public service:
    • 38% for personal redress
    • 51% for learning and improvement
    • 11% about complaint handling
  • 234 pieces of feedback given to authorities on how a complaint was handled or where we identify an issue not complained about.
  • 22% - the proportion of complaints made to us before completing the organisation's complaints procedure. Up slightly from 20% the previous year.

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

Further information will be available in our Annual Report 2021-22.

Updated: May 24, 2022