2,505Total number of complaints received in 2024 to 2025
Initial checks and primary investigation
Complaints resolved by mediation: 5
Decided following primary investigation: 747
Resolved with agreement of complainant: 27
Detailed investigation
Accepted for detailed investigation: 59
Fully upheld: 13
Partly upheld: 28
Not upheld: 12
Resolved with agreement of complainant: 0
Discontinued: 2
Number of complaints upheld
Upheld: 25%
Upheld or partly upheld: 80%