1,543Total number of complaints received in 2024 to 2025
Initial checks and primary investigation
Complaints resolved by mediation: 1
Decided following primary investigation: 346
Resolved with agreement of complainant: 12
Detailed investigation
Accepted for detailed investigation: 15
Fully upheld: 4
Partly upheld: 2
Not upheld: 5
Resolved with agreement of complainant: 0
Discontinued: 0
Number of complaints upheld
Upheld: 12%
Upheld or partly upheld: 13%