202526 Complaints Handling Performance
Renfrewshire Council · 21 September 2026
Back to Audit, Risk and Scrutiny Board — 21 September 2026 and its agenda
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PUBLIC ___________________________________________________________________ To: Audit, Risk and Scrutiny Board On: 21 September 2026 ___________________________________________________________________ Report by: Chief Executive ___________________________________________________________________ Heading: 2025/26 Complaints Handling Performance ___________________________________________________________________ 1. Summary 1.1 Renfrewshire Council’s complaint handling procedure (CHP) helps the Council to improve services and processes based on customer feedback. It is one of a range of methods to help the Council understand how well it is delivering its services. 1.2 Revised in December 2023, the Council’s CHP complies with the Scottish Public Services Ombudsman’s (SPSO) guidance and aims to help ‘get it right first time’. The expectation is to have quicker, simpler and more streamlined complaints handling with early response by capable, well-trained staff. As part of the procedure, all complaints are recorded and monitored. 1.3 This report provides information on complaints closed during the year from 1 April 2025 to 31 March 2026 and performance on key indicators, as well as highlighting improvements made to the complaints handling procedure to ensure that complaints are handled well, and the organisation learns from them and improves service delivery where appropriate. Data is taken from the Council’s DASH system, which is used by all services excepting schools, and allows for consistency in recording and reporting of complaints information. Although some schools have piloted DASH, at present they are using their own tracking and consequently not all school complaints are included in our statistics. 1.4 The Council is, year on year, receiving increasing numbers of contacts across complaints, Freedom of Information requests and elected member enquiries and consequently there are increasingly resource challenges in supporting
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PUBLIC these processes. The increase in complaints volume can be seen in Appendix 1 and has been noted in previous annual reports. A similar trend in other local authorities has been noted. Councils are increasingly noting the increase in complaints and FOIs generated by AI, which can make them more complex and resource-intensive, as these will often cite legislation and precedents which do not apply in Scotland and have to be fact-checked. Figure 1 below shows the volume of complaints and our corresponding performance. Despite the increased volume, performance has improved this year. 1.5 The Council’s Performance Group has been progressing an improvement programme in relation to complaints, as noted in last year’s annual report. This group has recently approved the development of a new complaints module on DASH to reflect the changing needs of the organisation in relation to recording and managing complaints. 1.6 The key messages highlighted in the report are as follows: • 11,805 complaints were dealt with during 2025/26, compared with 10,913 in 2024/25; • Over 91% of our complaints are dealt with as a frontline response, maintaining our performance demonstrating the Council’s commitment to getting it right first time in response to complaints (91.5% in 2024/25); • 76.6% of frontline complaints and 79.5% of investigation complaints received were completed within target timescales, an improvement from 64% and 67.5% reported respectively in 2024/25; 8967 9743 1095985.7% 64% 76.6% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% 0 2,000 4,000 6,000 8,000 10,000 12,000 2023/24 2024/25 2025/26 Figure 1: Frontline complaints volume and performance, last three years Number of complaints closed at Frontline Response Percentage closed within 5 days
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PUBLIC • the average time to respond to frontline complaints was reported as 5.8 days against a target of 5 days, this is an improvement from the previous year’s performance of 8.1 days; • the average time to respond to an investigation complaint was 15.7, well within the SPSO target of 20 days and a substantial improvement over the 23.1 days reported for 2024/25; • the 2025/26 breakdown of complaints received by services continues to be broadly reflective of the volume of services provided, with Environment, Housing and Infrastructure delivering the highest volume and widest scope of frontline Council services and consequently receiving the highest volume of customer interactions and complaints. 1.7 A performance scorecard has been included within the appendix of this report to provide additional data for 2025/26 performance against SPSO indicators. 1.8 All indicators will continue to be monitored regularly, and support and guidance will be provided to all services to assist with analysing and improving performance where required. 2 Recommendations 2.1 It is recommended that members of the Audit, Risk and Scrutiny Board: • Note the content of this report. 3 Background 3.1 Renfrewshire Council’s Complaint Handling Procedure was implemented in 2013 and complies with the model complaints handling procedure for local authorities introduced by the Scottish Public Services Ombudsman at that time. It is regularly reviewed to include updated guidance. The most recent guidance was implemented in 2023/24. 3.2 The CHP reflects Renfrewshire Council’s ongoing commitment to the provision of high-quality complaints handling. The CHP operates to ensure that complaints are processed and responded to consistently within target timescales, with a particular focus on working to resolve customer dissatisfaction as close as possible to the point of contact or service delivery. 3.3 Services are required to record, analyse and monitor complaints performance and use the information gathered through the CHP to improve service delivery wherever possible.
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PUBLIC 3.4 In line with the SPSO complaints handling procedure, Renfrewshire Council’s CHP uses a two-stage process, Frontline Response and Investigation (also referred to as Stage 1 and Stage 2). 3.5 The frontline response stage aims to quickly resolve straightforward customer complaints that require little or no investigation. Any member of staff may deal with complaints at this stage, and these are often dealt with ‘on the spot’ – an explanation, apology or an action to put something right may all be appropriate responses to a frontline complaint. 3.6 The main principle is to seek an early response, resolving complaints at the earliest opportunity and as close to the point of service delivery as possible. This may mean a face-to-face discussion with the customer or asking an appropriate member of staff to deal directly with the complaint. The Council has 5 working days to respond to these complaints. 3.7 An example of a complaint which may be addressed at the frontline response stage is where a customer complains that a staff member failed to attend a scheduled appointment. When this is reported, the service should provide an apology and reschedule the appointment at a suitable time for the customer. 3.8 Not all complaints are suitable for frontline response and not all complaints will be satisfactorily resolved at this stage. Investigation complaints are typically complex or require a detailed examination before resolving. These complaints may already have been considered at the frontline response stage, or they may have been identified from the start as needing investigation. In these cases, the customer should receive an acknowledgement of their complaint within three working days and be advised that it is being dealt with as an investigation. 3.9 An investigation aims to establish all the facts relevant to the points made in the complaint and to give the customer a full, objective and proportionate response that represents the final position. The Council has 20 days to respond to these complaints. 3.10 An example of an investigation complaint may relate to the standard or nature of a repair within a Council property which requires an inspection or visit to investigate. As a supervisor or manager might need to examine the repair to assess this and agree with the customer the corrective work required, it may require the 20-day timescale. Services may also agree an extension to the timescale with the customer. 3.11 In line with the model complaints handling procedure provided by the SPSO and with practice in other local authorities, Renfrewshire’s complaints policy
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PUBLIC does not include a number of service areas that are processed through other means. Some examples include: the right to appeal a refusal of planning permission or to appeal planning conditions (this is made to the Local Review Body or the Scottish Ministers); allegations of bullying in schools (these are treated and investigated as bullying incidents by the education establishment); and a compensation claim for personal injury, loss of or damage to property (these are processed through the Council's standard 'Public Liability Claim Form'). 4. 2025/26 Council Performance 4.1 Complaints are crucial in identifying areas or processes that need to be improved for our customers and Councils are required to report their complaints handling performance against a range of key performance indicators related to the SPSO complaints handling procedure. This report provides information on the complaints closed during the period 1 April 2025 to 31 March 2026 and Appendix 1 details Renfrewshire Council’s complaints performance for 2025/26 against these key SPSO performance indicators. The SPSO publishes all local authority complaints annual reports on its website. Appendix 2 has a one-page visual summary of this year’s performance. 4.2 A new complaints system was launched in April 2020 and has now been fully rolled out with all Council services (excluding schools) logging their complaints on the same system. This means that for reporting purposes, all performance data is now taken from a single source, and this has been useful in improving visibility of the number of complaints and related enquiries received by the organisation. In previous years, the data included all issues raised by customers through our complaints process, even where they are reviewed and found not to be a complaint (such as when someone used our complaints system to raise an issue about another organisation, or to make a service request). From 2023/24, these have been excluded from reporting wherever an item has been closed with the status “Closed, not a complaint” bringing the report more in line with other local authorities. Despite this, we continue to see increased volumes, not only in complaints but in other requests including Freedom of Information and Subject Access Requests, and elected member enquiries. This creates additional resource pressures across services and impacts on overall performance. Whilst there are training resources available for staff, we have not run a focused campaign on complaints handling since the current system was launched in 2020 and intend to revise and relaunch training materials once the new complaints module on DASH is ready to be rolled out.
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PUBLIC 4.3 In 2025/26 we progressed 11,805 complaint cases, an increase of almost 900 cases from the previous year, reported at 10,913 which was also an increase to the 10,025 cases progressed during 2023/24. It is recognised that this increase is primarily due to an increase in the number of complaints received by Environment, Housing and Infrastructure (EHI). The breakdown of complaints received is shown below, with the previous year’s data included to show the trend. Table 1: Volume of complaints received, last two years Frontline Investigation Total % Change 2024/25 2025/26 2024/25 2025/26 2024/25 2025/26 Chief Executive’s 51 43 11 19 62 62 -% Children’s Services 56 45 132 304 188 349 86% Environment, Housing and Infrastructure 9,264 10,234 344 520 9,608 10,754 12% Finance and Resources 367 432 133 161 500 593 19% 4.4 All Council services strive to ensure that complaints are answered correctly first time and that customers are responded to quickly. During 2025/26, 91.3% of complaints were addressed through a frontline response, with 76.6% of frontline complaints and 79.5% of investigation complaints received completed within target timescales – an improvement from 64% and 67.5 reported respectively in 2024/25. This improvement has been achieved despite an increase in the number of complaints. 4.5 Councilwide, the average time to respond to a frontline investigation was 5.8 days (against a target of 5 days) – this an improvement from 8.1 days reported in 2024/25 but remains outwith the SPSO 5 day target. Reminders have been issued to all relevant staff reminding them of the target timescales in order to increase awareness. The number of working days for investigation complaints achieved the SPSO target of 20 days with the average investigation case taking 15.7 days to complete – a significant improvement on the 23.1 days reported for 2024/25. 4.6 Figures 2 and 3 below show the service breakdown of total complaints received and those closed within the timescales, during the period 1 April 2025 to 31 March 2026. This is for frontline response and investigation complaint cases. Figure 4 shows the breakdown by service of investigations which were granted an extension. The complaints for social work services are included in services provided by Children’s Services, whilst the data for the
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PUBLIC Chief Executive’s Service also includes those complaints sent directly to the Chief Executive but which can relate to any service area within the Council. Table 2 shows compliance with timescales by service and to an extent this is impacted by volume received. 37 41 7938 383 8400 42 43 10440 432 10959 0 2000 4000 6000 8000 10000 12000 Chief Executives Children's Services Environment, Housing & Infrastructure Finance & Resources Total Figure 2: Frontline Complaints Closed 2025/26 Frontline complaints closed within 5 days Total frontline complaints closed 16 274 377 150 817 19 305 540 162 1026 0 200 400 600 800 1000 1200 Chief Executives Children's Services Environment, Housing & Infrastructure Finance & Resources Total Figure 3: Investigation Complaints Closed 2025/26 Investigation complaints closed within 20 days Total investigation complaints closed
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PUBLIC Table 2: Percentage of Complaints Cases Closed Within Timescale (by service/by service level) Service Frontline Investigation Investigation Extension Chief Executives 88.1% 84.2% 100% Children’s Services 95.3% 89.8% 87.5% Environment, Housing & Infrastructure 76% 69.8% - Finance & Resources 88.7% 92.6% 100% All Services 76.6% 79.5% 92.9% 4.7 From 2024/25, this annual report includes performance figures on the percentage of complaints which are upheld, partially upheld, not upheld or resolved. 1 Data has been added to the appendix for the previous two years to allow comparison. Figure 5 below shows the percentage in each of these categories. More than three-quarters of frontline complaints were upheld but the figure drops considerably for investigations and investigation extensions, our more complex cases. Almost half of investigation extensions were closed as ‘Resolved’ meaning that an agreement on an action was reached between the customer and council without the complaint having to be fully explored. Figure 6 shows the trend in the last three years, with a noticeable increase in the percentage of complaints being upheld. 1 Upheld is used where the complaint is shown to be justified; partially upheld where elements are justified, and not upheld where further investigation shows that the complaint is not justified. Resolved is used where the customer and council agree to an action which addresses the issue without either side seeking to allocate responsibility. 3 7 3 13 3 8 3 14 0 2 4 6 8 10 12 14 16 Chief Executives Children's Services Finance & Resources Grand Total Figure 4: Investigation Extension Complaints Closed 2025/26 Investigation extension complaints closed within 30 days Total investigation extension complaints closed
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PUBLIC 4.8 Scrutiny of complaints data and performance continues to be carried out on a regular basis at service-level management team meetings and has been supported by improvements in both data analytics and access to management information. 77.5% 4.9% 10.3% 5.3% 38.2% 31.3% 18.8% 9.7% 0.0% 42.9% 7.1% 42.9% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% Upheld Not Upheld Partially Upheld Resolved Figure 5: Closure status by complaint type, 2025/26 Frontline Investigation Investigation Extension 69.1% 11.1% 9.4% 5.5% 71.6% 6.1% 11.3% 9.9% 77.5% 4.9% 10.3% 5.3% 0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0% 70.0% 80.0% 90.0% Upheld Not Upheld Partially Upheld Resolved Figure 6: Frontline complaints by closure status 2023/24 2024/25 2025/26
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PUBLIC 4.9 Overall the breakdown of complaints received by services is broadly reflective of the volume of services provided. Environment, Housing and Infrastructure (EHI) delivers the highest volume of frontline Council services, and the most diverse, and it is to be expected therefore that they will receive the highest volume of customer interactions. Their services cover more than 220 council premises, over 92,000 households and businesses, support more than 871km of roads and transport infrastructure, and collect approximately 7,540,000 bins annually. Those waste collections resulted in 7,337 complaint cases received (0.1% of total collections). The service also manages 11,942 Council houses with the total number of repairs received and reported to the Scottish Housing Regulator for 2025/26 as 42,461 (Emergency: 14,505 & Non-Emergency: 27,956) and the number of complaints received was 1,167 complaints (2.7% of all repairs). 4.10 Environment, Housing and Infrastructure dealt with 10,759 complaints during 2025/26, accounting for 91.1% of all cases dealt with during the reporting year. A breakdown of complaints by subject category shows that the top five complaints reasons all sit within that service’s remit, which is unsurprising given the scale of the service and the universality of some of its provision. Table 3 below shows the top five categories by volume in 2025/26; these together account for 88% of all complaints received in the year. Table 3: Five most common complaint reasons, 2025/26 Complaint Category Q1 Q2 Q3 Q4 Total Waste Services 1895 1902 1842 1698 7337 Responsive Repairs 312 287 249 319 1167 StreetScene and Land Services 179 359 212 116 866 Building Services 123 110 170 197 600 Roads and Transportation 56 70 104 139 369 Total 2565 2728 2577 2469 10339 4.11 Complaints received by the Chief Executive’s Service in 2025/26 mainly related to Development Management with the majority of these completed within the 5-day frontline target. These cases typically relate to timescales and concerns around the planning process however more complex cases may require significant investigation thus creating pressures in respect of meeting timescales. 4.12 The majority of complaints made to Finance and Resources related to Customer Services and Business Support service areas with both responding to cross organisation cases which are predominately closed at frontline with 91% of frontline cases closed within 5-day target. Council tax, benefits
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PUBLIC (claims suspension, delay in processing or payment issues), customer services (cross service support including service appointments, waste, blue badge and Millie (digital assistant)) and licensing (unhappy with advice or approach taken) cases remain the top service categories and although these cases can be complex and require detailed investigation, the service has demonstrated a strong performance with the average number of days processing an investigation complaint reported as 13 days, well within the SPSO target and overall performance of 92.6% investigation cases completed within timescale. 4.13 Complaints in Children’s Services are often complex as they typically relate to people rather than processes. The service makes every effort to respond to complaints in a timeous manner, taking account of the sensitivities and complexities of the child or young person and their family. Current complaints data relates to social work services for children and families and justice social work, as well as those complaints made directly to senior managers about early years and education; it does not yet include frontline complaints dealt with directly by schools and early years establishments. 4.14 Children’s Services dealt with 363 complaint cases during 2025/26 with the majority dealt with as investigations due to their complexity, with the average timescale for completion of 11.6 days. The majority of complaints to Children’s Services relate to schools, and the most common complaints are around Additional Support Needs, bullying incidents and parents /carers being unhappy about how a schools has dealt with incidents such as these. 4.15 All services also manage requests through general customer enquiries, Freedom of Information requests and elected member enquiries. In 2025/26, the Council received 1698 FOI requests and 9398 elected member enquiries – performance was above target for both measures. 5. Learning from complaints and improving the Council’s complaints procedure 5.1 As noted above, the Council has a single system for logging and reporting on complaints, regardless of how the customer chooses to contact us. The Council also uses a suite of reports to track performance on complaints handling, and these are available to all services. 5.2 Learning across services varies with Children’s Services implementing learning and improvement around the development of child friendly complaints process. With a focus on education, the service has developed clear guidance and flow charts and a range of resources to support investigating
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PUBLIC officers and schools with ensuring that children and young people are included in the complaints process. 5.3 Learning from complaints across Finance and Resources has continued to inform service improvements for front facing teams including regular collaboration with colleagues across other services to ensure staff are updated on developments of customer service requests/requirements. Within Council Tax, a revised approach has been introduced for customers experiencing difficulties with payments. Advisors now undertake a review of individual accounts to ensure customers are aware of any discounts/exemptions they may be entitled to, helping to make repayment arrangements more manageable. The service has also expanded the range of available payment options, enabling customers to select a repayment plan that best meets their circumstances. Where customers continue to experience financial hardship, they are signposted to Advice Works or the Citizens Advice Bureau for additional money and debt advice. 5.4 In Environment, Housing and Infrastructure analysis of waste complaints identified Assisted Collections (APOs) as an area which would benefit from root cause analysis. This highlighted the need for greater awareness and consistency in identifying and servicing these collections. As a result, targeted training has been delivered across all crews and has already to improvements in service delivery and a reduction in complaints. 5.5 As set out within the body of the report, the volume of complaints remains challenging and related performance in this area requires further action. As noted above, complaints handling is part of an intensive piece of work being progressed by an internal officer group. Extensive process mapping has been undertaken and reviewed alongside our current technology solution with a view to making improvements which will generate efficiencies in terms of administering and reporting complaints. Work is also underway to understand the root causes of complaints in high-volume areas and address those underlying causes. Training materials will be reviewed once any necessary updates to our technical solution have been made, so that they remain fit for purpose. 5.6 The Council reintroduced an annual audit of complaints handling in 2024 and reports findings back to services. Two have been undertaken to date and these have found mainly good practice, with some minor issues in relation to recording practice, and targeted refresher training and guidance has been put in place to help ensure consistency. Those measures have contributed to the improvement in meeting timescales. The next audit will take place in Autumn 2026.
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PUBLIC 5.7 The Council also participates in the Local Authority Complaints Handling Network, which has representation from all Scottish councils. This group allows us to benchmark performance and share good practice. Data from other local authorities shows that Renfrewshire Council is reporting the highest number of complaints, though it is acknowledged that there is likely under-reporting in some other council areas. 5.8 It is expected that with continued focus on key performance questions and regular, targeted reporting that our complaints performance will improve during 2026/27. Draft figures for the first quarter of the year indicate that there is already improved compliance on timescales. 5.9 As part of the functionality of the complaints system, customers can also provide comments and compliments, with 43 cases recorded during 2025/26 (21 comments and 22 compliments). A few examples of these compliments are provided below: __________________________________________________________________ Implications of the Report 1. Financial – none 2. HR & Organisational Development - none I just wanted to feedback in regards to how tidy the place is looking just now around the area mentioned ….makes such a difference to the place. The guys do a really good job I just want to send you a quick note to pass on a compliment about one of your employees. This employee is an absolute credit to the Council. The hedges adjoining my property were recently trimmed. I wish to thank the team involved for once again doing an excellent job. I attended Linwood Recycling Centre today…there were plenty of staff on site and they were very happy to help…saved me from getting too wet …. has exceeded his Customer Care Standards and is an absolute credit to you…
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PUBLIC 3. Community/Council Planning – We consider our services performance against a number of strategic outcomes to measure how we are delivering better outcomes for our local communities: Living our Values – complaints are monitored under this outcome of the Council Plan and service improvement planning process. 4. Legal - none. 5. Property/Assets - none 6. Information Technology - none. 7. Equality & Human Rights - The Recommendations contained within this report have been assessed in relation to their impact on equalities and human rights. No negative impacts on equality groups or potential for infringement of individuals’ human rights have been identified arising from the recommendations contained in the report because it is for noting only. 8. Health & Safety – none 9. Procurement – none 10. Risk – none 11. Privacy Impact – none 12. COSLA Policy Position – none 13. Children’s Rights – this report is for noting and has no direct implications on children’s rights. However, the Council is implementing the SPSO guidance on child-friendly complaints where this is appropriate. 14. Climate Risk- none _______________________________________________________ List of Background Papers: none __________________________________________________________________ Author: Pamela McDonald, Policy Officer, Chief Executive’s Service
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PUBLIC Appendix 1: Renfrewshire Council Annual Complaints Report SPSO Indicators (due to rounding, percentages may not total 100) Total number of complaints received, frontline and investigation 2023/24 2024/25 2025/26 Total number of complaints received (open and closed) 10,025 10,913 11,805 Number of complaints closed at Frontline Response 8,967 9,743 10,959 Complaints closed at Frontline Response as a percentage of all complaints closed 87.9% 91.5% 91.3% Number of complaints closed at Investigation 788 620 1,028 Complaints closed at Investigation as a percentage of all complaints 9.9% 8.0% 8.6% Number of complaints closed at Investigation after escalation 60 38 14 Complaints closed at Investigation after escalation as a percentage of all complaints 0.6% 0.4% 0.1%
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PUBLIC Average time in working days for a full response to complaints at each stage 2023/24 2024/25 2025/26 Average time in working days to respond to complaints at Frontline Response 8.5 8.1 5.8 Average time in working days to respond to complaints at Investigation 15.2 23.1 15.7 Average time in working days to respond to complaints after escalation 5.3 15.1 6.5 Percentage of complaints at each stage which were responded to in full within the set timescales 2023/24 2024/25 2025/26 Complaints closed at Frontline Response within 5 working days as a percentage of the total number of Frontline Response complaints 85.7% 64% 76.6% Complaints closed at Investigation within 20 working days as a percentage of total number of Investigation complaints 94% 67.5% 79.5%
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PUBLIC Number and percentage of complaints where an extension to the timescale has been authorised 2023/24 2024/25 2025/26 Complaints closed at Frontline Response where extension was authorised, as a percentage of all complaints at Frontline Response 0% 0% 0% Complaints closed at Investigation where extension was authorised, as a percentage of all complaints closed at Investigation 4.6% 8.1% 1.3% Percentage of complaints by closure status 2023/24 2024/25 2025/26 Percentage of complaints upheld at Frontline Response as % of all complaints closed at Frontline Response 69.1% 71.6% 77.5% Percentage of complaints not upheld at Frontline Response as % of all complaints closed at Frontline Response 11.1% 6.1% 4.9% Percentage of complaints partially upheld at Frontline Response as % of all complaints closed at Frontline Response 9.4% 11.3% 10.3% Percentage of complaints resolved at Frontline Response as % of all complaints closed at Frontline Response 5.5% 9.9% 5.3% Percentage of complaints upheld at Investigation as % of complaints closed at Investigation 63.8% 39.5% 38.2%
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PUBLIC Percentage of complaints by closure status 2023/24 2024/25 2025/26 Percentage of complaints not upheld at Investigation as % of complaints closed at Investigation 18.0% 22.9% 31.3% Percentage of complaints partially upheld at Investigation as % of complaints closed at Investigation 3.3% 19% 18.8% Percentage of complaints resolved at Investigation as % of complaints closed at Investigation 12.3% 18.4% 9.7% Percentage of complaints upheld at Investigation Extension as % of all complaints closed at Investigation Extension 13.2% 12.7% -% Percentage of complaints not upheld at Investigation Extension as % of all complaints closed at Investigation Extension 28.9% 30.9% 42.9% Percentage of complaints partially upheld at Investigation Extension as % of all complaints closed at Investigation Extension 10.5% 0% 7.1% Percentage of complaints resolved at Investigation as % of all complaints closed at Investigation Extension 47.4% 56.3% 42.9%
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PUBLIC Appendix 2: Visual Summary of Complaints Performance 2025/26