How many of the complaints it received, which were processed at stage 1 of its complaints handling procedure, were not resolved within five…

The following figures show the number and percentage of complaints processed at stage 1 of the Scottish Government’s Complaints Handling Procedure that were not responded to within five working days for each of the specified years. These figures include all complaints processed at stage 1, whether or not they then went on to be processed at stage 2.YearNumber of complaints not responded to within 5 working daysTotal number of complaints processed at stage 1% of stage 1 complaints not responded to within 5 working days2021174340%2022133241%2023153247%202463716%2025175034%The Scottish Government’s Complaints Handling Procedure states that the deadline for responding to a stage 1 complaint is usually five working days, though this can be extended to a maximum of ten working days if necessary. We will extend the stage 1 complaint deadline when we determine that doing so will help achieve a positive outcome for the complainant.