Interpreting our complaints data

This information covers the statistics included in our annual complaint reviews for 2013-14, 2014-15, 2015-16, 2016-17 and 2017-18. For previous years, see our note on interpreting local authority statistics 2008 - 2012.

Received cases

This is the number of complaints and enquiries we received within a given period. You should be cautious when using these statistics to monitor the performance of organisations within our jurisdiction. This is because the number of new cases we receive doesn’t simply depend on the number of problems people have with local services. There are lots of other factors to consider. For example:

Decided cases

This is the number of decisions we make on the cases we see. It is important to know that not all complaints and enquiries are appropriate to investigate. We report our decisions by the following outcomes:

Our uphold rate shows how often we find organisations get things wrong. It is expressed as a percentage of the detailed investigations we complete.

Remedied cases

When we find fault in the way an organisation carries out its duties, we consider whether this caused an injustice to the person who was affected. If so, we make recommendations about what the organisation should do to put things right.