We have published our 2023-24 statistics for public services complaints. We received a total of 4,686 complaints - an increase of 33% from the previous year. Nearly two-thirds were about the Health sector (33%) and Local Authorities (30%).
Other sectors complained about included Housing Associations (10%), Prisons (7%), Universities (6%), Scottish Government and devolved organisations (5%), Joint Health and Social Care (4%), Water (2%) and Further Education Colleges (1%).
We closed a total of 4,651 complaints. Of these, 201 were closed at the investigation stage while the remaining complaints were closed after a detailed assessment. We upheld 72% of the investigated complaints.
Following investigation, the SPSO made 496 recommendations to public sector bodies. Over half of these (271) were for learning and improvement to ensure the issue complained about doesn’t happen again. A further 66 (13%) of recommendations made were for complaints handling improvements.
Full data tables for received and closed complaints in 2023-24 are available on our statistics page. These will be explored in detail in the 2023-24 SPSO Annual Report, which will be laid before Parliament in October.