% of complaints upheld by the ombudsman

Our goal
Actual
Target
Goal

% of complaints upheld by the ombudsman

Smaller values are best

Cases Upheld by the LGO are when the Ombudsman has completed a detailed investigation and found evidence of fault.

Cases not upheld are when the Ombudsman has completed a detailed investigation but did not find evidence of fault.

The uphold rate shows how often the LGO finds organisations get things wrong. It is expressed as a percentage of the detailed investigations the LGO has completed. In 2020/21 a total of 50 decisions were made. This led to 16 investigations of which 8 complaints (50%) were upheld. Whilst this is higher than in 2019/20 it is lower than the the national rate of 60% and on target.

Decision outcomes -

Closed after initial enquiries - 15     Incomplete/invalid 3      Not Upheld 8      Referred back for local resolution 16     Upheld 8

Due to the relatively low numbers of investigations there will be a greater variance of the score if one or two cases are upheld/not upheld.

For details of the Local Government Ombudsman visit https://www.lgo.org.uk/