12,519Total number of complaints received in 2024 to 2025
Initial checks and primary investigation
Complaints resolved by mediation: 34
Decided following primary investigation: 3384
Resolved with agreement of complainant: 162
Detailed investigation
Accepted for detailed investigation: 445
Fully upheld: 69
Partly upheld: 302
Not upheld: 134
Resolved with agreement of complainant: 2
Discontinued: 10
Number of complaints upheld
Upheld: 14%
Upheld or partly upheld: 69%