25,775Total number of complaints received in 2025 to 2026
Initial checks and primary investigation
Complaints resolved by mediation: 62
Decided following primary investigation: 7293
Resolved with agreement of complainant: 352
Detailed investigation
Accepted for detailed investigation: 865
Fully upheld: 101
Partly upheld: 593
Not upheld: 266
Resolved with agreement of complainant: 2
Discontinued: 25
Number of complaints upheld
Upheld: 9%
Upheld or partly upheld: 59%