Disclosure Scotland complaints process and statistics: FOI release

Information requested

Please provide me a detailed breakdown on the number of complaints that you have received over the last 2 years, including June 2025, on a monthly basis.

I am interested on the method you use this to measure internal KPI’s and track the trends. I am looking for a total per month in whatever format you commonly use.

Response

There are two stages to our complaints process.

A Stage 1 complaint is frontline resolution in which we aim to resolve the complaint within five working days. We report on Stage 1 complaints as part of our Key Performance Indicator (KPIs) to Disclosure Scotland’s Leadership Team and Board. The KPI for Stage 1 complaints is, “the percentage of Stage 1 complaints resolved within 5 days” with a target of 95%. We have included the KPI figures for this below.

We manage a complaint under Stage 2 where the person complaining is not satisfied with our Stage 1 response and requests escalation, or where a complaint requires more in-depth investigation due to its complex nature.

Trend analysis is not reported on as part of the KPI reporting process. Our Corporate Governance Team review the nature of complaints and feedback any trends identified to Heads of Service as appropriate. Heads of Service are notified when a complaint is received and are involved in agreeing responses and taking forward any continuous improvement actions identified during the complaint process.

We have provided a month-by-month breakdown of the numbers of Stage 1 and Stage 2 complaints we received since June 2023 in the below tables.

Stage 1 complaints - 2023

Month	Number of complaints received
January 2023	4
February 2023	4
March 2023	7
April 2023	9
May 2023	6
June 2023	3
July 2023	3
August 2023	2
September 2023	5
October 2023	10
November 2023	4
December 2023	2

Stage 1 complaints - 2024

Month	Number of complaints received
January 2024	2
February 2024	10
March 2024	5
April 2024	8
May 2024	5
June 2024	5
July 2024	1
August 2024	4
September 2024	4
October 2024	5
November 2024	1
December 2024	4

Stage 1 complaints - 2025

Month	Number of complaints received
January 2025	7
February 2025	9
March 2025	2
April 2025	10
May 2025	15
June 2025	21

Stage 2 complaints 2023

Month	Number of complaints received
June 2023	0
July 2023	2
August 2023	1
September 2023	0
October 2023	0
November 2023	0
December 2023	2

Stage 2 complaints 2024

Month	Number of complaints received
January 2024	1
February 2024	0
March 2024	1
April 2024	1
May 2024	3
June 2024	0
July 2024	0
August 2024	0
September 2024	0
October 2024	2
November 2024	1
December 2024	0

Stage 2 complaints 2025

Month	Number of complaints received
January 2025	0
February 2025	0
March 2025	0
April 2025	0
May 2025	3
June 2025	1

With the exception of one stage 2 complaint, we met the 20-working day target for all other Stage 2 complaints received between June 2023 and June 2025

KPI - “The percentage of Stage 1 complaints resolved within 5 days” Target is 95%

Month	Percentage
Jun-23	100%
Jul-23	100%
Aug-23	100%
Sep-23	100%
Oct-23	100%
Nov-23	100%
Dec-23	100%
Jan-24	100%
Feb-24	100%
Mar-24	100%
Apr-24	100%
May-24	100%
Jun-24	100%
Jul-24	100%
Aug-24	100%
Sep-24	100%
Oct-24	100%
Nov-24	100%
Dec-24	100%
Jan-25	100%
Feb-25	88%
Mar-25	100%
Apr-25	100%
May-25	92%
Jun-25	96%

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