8,449Total number of complaints received in 2024 to 2025
Initial checks and primary investigation
Complaints resolved by mediation: 12
Decided following primary investigation: 1938
Resolved with agreement of complainant: 70
Detailed investigation
Accepted for detailed investigation: 69
Fully upheld: 16
Partly upheld: 38
Not upheld: 28
Resolved with agreement of complainant: 1
Discontinued: 0
Number of complaints upheld
Upheld: 18%
Upheld or partly upheld: 63%