Moving forward - Annual Report 2011-12
Our casework in 2011-12
Key statistics about the complaints we received and resolved during the year.
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In 2011-12 we received 23,846 enquiries from the public and continued work on 1,400 carried over from 2010-11
2,794
Organisations not within our jurisdiction
6,437
Government departments and agencies
14,615
NHS
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We resolved 23,889 enquiries. We provided help and advice on 19,517 of these and looked closely at 4,732.
3,298
Advice on the right organisation to complain to
15,859
Help with making a complaint to an organisation within our jurisdiction, or to us
Of the 4,732 enquiries we looked closely at:
3,552
We found there was no case to answer
759
We put things right quickly without the need for a formal investigation
421
We accepted the case for formal investigation
We concluded 410 formal investigations, of which:
60%
Fully upheld
20%
Partly upheld
20%
Not upheld
Where something had gone wrong, our work led to:
591
Apologies
531
Compensation payments
404
Wider remedies
204
Actions to put things right
We carried over 1,357 enquiries and 332 investigations into 2012-13.
For more information see the appendix and download our Resource Accounts 2011-12.
Case studies
Our case studies show the wide range of issues we can look at and demonstrate how we make a difference to individuals and the wider public.
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