Introduction

In 2018-19 we received:

•  4,188 complaints - a 2% increase on the 4,125  received in the previous year.
•  1,707 enquiries - an 89% increase on the 904 received in the previous year.

We determined:

• 5,662 complaints and enquiries - a 10% increase on the 5,130 determined in the previous year. 

Other key figures

 

• 1,707 - the number of enquiries on which we gave advice, support and signposting information.  A massive 89% increase on the 904 in the previous year.
• 3,955 – the total number of complaints determined.  A decrease of 6% on 4,226 in the previous year.
  • 3,285 - complaints were decided following detailed consideration pre-investigation.  These were not investigated for a number of reasons, such as out of jurisdiction, out of time or we could not achieve more for the complainant by investigating.
  • 670 - the number of complaints we investigated.  68% of which were about the health sector.
• 58% - the overall rate of upheld complaints.
• 1,160 recommendations made for redress and improvement to public service:
  • 386 for personal redress
  • 644 for learning and improvement
  • 130 about complaint handling.
• 20% - the proportion of complaints that reached us before completing the organisation's complaints procedure.  Down from 24% the previous year. 

For further information about the descriptions we use in our statistics, please see our explanation of terms.

2018-19 annual letters

The Ombudsman sends some authorities an annual letter about their complaint numbers. 

• Ombudsman's letter for all heath boards, prisons and water providers (PDF, 244KB)
• Ombudsman's letter for local authorities (PDF, 249KB)