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We upheld or partly upheld 78 per cent of the 
120 complaints we reported on. We made 
220 recommendations, 87 of which were for an apology and a total of 90 were for financial compensation. 100 per cent of our recommendations were accepted.

7. Where a complaint is resolved there may be more than one outcome, for example, an apology and a compensation payment. This is why the total number of outcomes is greater than the number of complaints resolved by intervention or through investigation.

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