15,977Total number of complaints received in 2025 to 2026
Initial checks and primary investigation
Complaints resolved by mediation: 23
Decided following primary investigation: 4317
Resolved with agreement of complainant: 181
Detailed investigation
Accepted for detailed investigation: 146
Fully upheld: 26
Partly upheld: 64
Not upheld: 54
Resolved with agreement of complainant: 1
Discontinued: 2
Number of complaints upheld
Upheld: 16%
Upheld or partly upheld: 52%