Complaints made to Scottish Forestry since January 2020: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002.


Information requested

How many complaints have been made to Scottish Forestry since January 2020 and the time it took for Stage One and Stage Two responses to be issued for each one.

Response

From 1 January 2020 to 12 April 2023, according to our records Scottish Forestry has received 53 complaints, of which 28 were stage 1 frontline resolutions and 25 were stage 2 investigations. Please note that under our Model Complaints Handling Procedure, it is possible for complaints to be escalated directly to stage 2 without being considered at stage 1 if the complaint is complex in nature and it is immediately apparent that detailed investigation is required, or if the complaint involves members of senior management.

Under our complaints procedure, we aim to answer stage 1 complaints within 5 working days and stage 2 complaints within 20 working days.

Details of the date of receipt, due date for response (calculated by working days as above), and date of issue of response for each of the complaints are as below.

Please note that:

  • Where Stage 1 complaints are escalated to Stage 2, our correspondence system requires us to log the Stage 2 complaint under a new reference and the data it provides does not link the two complaints into a single case, so these are presented separately in the data below.
  • In one case as noted, a Stage 1 complaint was received but not logged or responded to until a Stage 2 complaint was made.
  • Where our Conservancies have dealt with stage 1 complaints, these are logged locally by the Conservancy and therefore do not have a reference number on our central correspondence system.
  • In addition, one of our Conservancies records complaints with the date the complaint was closed rather than the date the initial response was issued. These complaints were not escalated beyond stage 1 but continued to be investigated beyond the initial response until the complaint was complete. These cases are noted in the table below.

Scottish Forestry complaint timelines, Jan 2020 - April 2023

Reference Case Type Received Due Issued
202300346312 Stage 2 Investigation 05/03/2023 01/04/2023 04/04/2023
202300343424 Stage 2 Investigation 13/02/2023 14/03/2023 14/03/2023
202200335647 Stage 2 Investigation 21/12/2022 25/01/2023 25/01/2023
202200333114 Stage 2 Investigation 22/11/2022 22/12/2022 19/12/2022
202200331897 Stage 2 Investigation 18/11/2022 20/12/2022 13/12/2022
202200330583 Stage 2 Investigation 11/11/2022 13/12/2022 19/12/2022
202200326841 Stage 2 Investigation 19/10/2022 17/11/2022 15/11/2022
202200323199 Stage 2 Investigation 27/09/2022 26/10/2022 24/10/2022
202200322575 Stage 2 Investigation 27/09/2022 26/10/2022 25/10/2022
202200302302 Stage 2 Investigation 24/05/2022 25/06/2022 20/06/2022
202200300813 Stage 2 Investigation 13/05/2022 16/06/2022 14/06/2022
202200291563 Stage 2 Investigation 25/03/2022 27/04/2022 27/04/2022
202200291243 Stage 2 Investigation 28/03/2022 28/04/2022 04/04/2022
202200282300 Stage 2 Investigation 17/02/2022 18/03/2022 17/03/2022
202200279451 Stage 2 Investigation 04/02/2022 05/03/2022 15/02/2022
202200276683 Stage 2 Investigation 26/01/2022 24/02/2022 18/02/2022
202100215030 Stage 2 Investigation 01/06/2021 30/06/2021 21/06/2021
202100215016 Stage 2 Investigation 04/06/2021 03/07/2021 25/06/2021
202000111278 Stage 2 Investigation 10/11/2020 10/12/2020 20/11/2020
202000104217 Stage 2 Investigation 23/10/2020 21/11/2020 15/12/2020
202000091049 Stage 2 Investigation 24/09/2020 23/10/2020 13/11/2020
202000068885 Stage 2 Investigation 30/07/2020 28/08/2020 24/08/2020
202000042560 Stage 2 Investigation 02/06/2020 01/07/2020 30/06/2020
202000039943 Stage 2 Investigation 26/05/2020 24/06/2020 24/06/2020
202000039115 Stage 2 Investigation 15/05/2020 17/06/2020 16/06/2020
(not logged) Stage 1 Frontline Resolution 04/01/2023 11/01/2023 (response at Stage 2)
202200300453 Stage 1 Frontline Resolution 09/05/2022 17/05/2022 16/05/2022
202200296970 Stage 1 Frontline Resolution 21/04/2022 29/04/2022 27/04/2022
202200294719 Stage 1 Frontline Resolution 12/04/2022 22/04/2022 21/04/2022
202200289999 Stage 1 Frontline Resolution 21/03/2022 29/03/2022 29/03/2023
202200282590 Stage 1 Frontline Resolution 21/02/2022 01/03/2022 22/02/2022
202100248716 Stage 1 Frontline Resolution 19/10/2021 27/10/2021 15/11/2021
202100248582 Stage 1 Frontline Resolution 18/10/2021 26/10/2021 15/11/2021
202100247849 Stage 1 Frontline Resolution 15/10/2021 23/10/2021 15/11/2021
(Conservancy case) Stage 1 Frontline Resolution 09/11/2022 16/11/2022 11/11/2022
(Conservancy case) Stage 1 Frontline Resolution 25/10/2022 01/11/2022 25/11/2022
(Conservancy case) Stage 1 Frontline Resolution 12/10/2022 19/10/2022 26/01/2023
(Conservancy case) Stage 1 Frontline Resolution 11/10/2022 18/10/2022 27/10/2022
(Conservancy case) Stage 1 Frontline Resolution 29/08/2022 05/09/2022 08/09/2022 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 25/05/2022 06/06/2022 14/07/2022 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 08/02/2022 15/02/2022 10/02/2022
(Conservancy case) Stage 1 Frontline Resolution 01/06/2021 08/06/2021 22/04/2022 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 29/04/2021 07/05/2021 30/04/2021
(Conservancy case) Stage 1 Frontline Resolution 14/04/2021 21/04/2021 18/06/2021 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 12/04/2021 19/04/2021 10/06/2021 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 06/01/2021 13/01/2021 3/01/2021 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 05/01/2021 12/01/2021 11/01/2021 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 17/12/2020 28/12/2020 15/01/2021 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 03/09/2020 10/09/2021 21/09/2020
(Conservancy case) Stage 1 Frontline Resolution 15/05/2020 22/05/2020 11/06/2020 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 05/05/2020 12/05/2020 26/05/2020 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 01/05/2020 12/05/2020 06/05/2020 (closure date)
(Conservancy case) Stage 1 Frontline Resolution 28/03/2020 31/03/2020 31/03/2020 (closure date)

About FOI

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Contact

Please quote the FOI reference
Central Enquiry Unit
Email: ceu@gov.scot
Phone: 0300 244 4000

The Scottish Government
St Andrews House
Regent Road
Edinburgh
EH1 3DG

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