It shows what people complained to us about and how their complaints were resolved. It also includes statistical breakdowns by Strategic Health Authority (SHA) region and by type of organisation. At the back, there is a complete list of all NHS organisations and statistical information on the complaints we received about them.

Volume of complaints can provide an early warning of failures in service delivery, but a high number of complaints does not necessarily mean poor performance. It could mean that information provided by organisations about how to make a complaint is good. Many other factors can affect the volume of complaints, including the size of the organisation and the size and make-up of the population it serves.