Appendix
Statistical information about enquiries received, complaints accepted for formal investigation and investigations reported on during 2011-12.
Figure 1. Enquiries received, closed and in hand
| Restated in hand (01/04/11) | Received | Closed | Total in hand at (01/04/12) | |
|---|---|---|---|---|
| Total | 1,400 | 23,846 | 23,889 | 1,357 |
Figure 2. Types of closed enquiries
| Out of remit | Not Properly made1 | Premature2 | Discretion3 | Withdrawn | Accepted for formal investigation | Total | |
|---|---|---|---|---|---|---|---|
| Total | 3,298 | 9,018 | 5,440 | 4,311 | 1,401 | 421 | 23,889 |
| % | 14% | 38% | 23% | 18% | 6% | 2% |
The percentages do not add up to 100 per cent due to rounding.
1 Not properly made: the complainant has not completed local resolution with the body concerned before bringing the matter to us and/or has not submitted their complaint in writing (NHS), or has not obtained an MP referral (complaints about government agencies and departments).
2 Premature: the complainant has not attempted to resolve the complaint with the body concerned first, or has not completed the local resolution process.
3 Discretion: we may decide not to accept a complaint for formal investigation for a variety of reasons, for example, we may feel that the body has acted correctly, reasonably, or, where there have been errors, that the complainant has already been offered appropriate redress. This includes enquiries where we achieved a remedy without the need for an investigation.
Figure 3. Enquiries accepted for formal investigation, investigations concluded and in hand
| Restated in hand (01/04/11) | Accepted for formal investigation | Reported on | Discontinued | In hand (31/03/12) | |
|---|---|---|---|---|---|
| NHS | 247 | 328 | 309 | 7 | 259 |
| Government departments and agencies | 74 | 93 | 94 | 0 | 73 |
| Total | 321 | 421 | 403 | 7 | 332 |
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