5,626Total number of complaints received in 2025 to 2026
Initial checks and primary investigation
Complaints resolved by mediation: 10
Decided following primary investigation: 1516
Resolved with agreement of complainant: 67
Detailed investigation
Accepted for detailed investigation: 125
Fully upheld: 16
Partly upheld: 67
Not upheld: 27
Resolved with agreement of complainant: 0
Discontinued: 6
Number of complaints upheld
Upheld: 12%
Upheld or partly upheld: 68%