How many of the complaints it received, which were processed at stage 2 of its complaints handling procedure, were not resolved within 20 w…

The following figures show the number and percentage of complaints processed at stage 2 of the Scottish Government’s Complaints Handling Procedure that were not responded to within 20 working days for each of the specified years. These figures include all complaints processed at stage 2, whether or not they were initially processed at stage 1.YearNumber of complaints not responded to within 20 working daysTotal number of complaints processed at Stage 2% of stage 2 complaints not responded to within 20 working days2021133438%2022112250%2023132945%202483424%202585315%The Scottish Government’s Complaints Handling Procedure states that the deadline for responding to stage 2 complaints is 20 working days. However, the procedure acknowledges that for complex complaints it may take longer to conduct a thorough investigation.If we believe that an extension to the deadline will result in a more rigorous investigation, we will inform the complainant and seek their agreement to implement such an extension.