Complaints made to Scottish Forestry since January 2020: FOI release
- Published
- 13 December 2023
- Topic
- Public sector
- FOI reference
- 202300348509
- Date received
- 16 March 2023
- Date responded
- 18 April 2023
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
The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at http://www.gov.scot/foi-responses.
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
There is a problem
Thanks for your feedback