496Total number of complaints received in 2024 to 2025
Initial checks and primary investigation
Complaints resolved by mediation: 5
Decided following primary investigation: 188
Resolved with agreement of complainant: 9
Detailed investigation
Accepted for detailed investigation: 17
Fully upheld: 4
Partly upheld: 9
Not upheld: 13
Resolved with agreement of complainant: 0
Discontinued: 0
Number of complaints upheld
Upheld: 28%
Upheld or partly upheld: 98%