Complaints performance

We publish complaints performance information on a quarterly basis. The complaints information below relates to all complaints handled between 1 April and 30 June 2019.

How many customer complaints were received?

East Lothian Council handled 201 customer complaints in quarter 1.

• 181 complaints were handled at stage one.
• 20 complaints were handled at stage two.

What was the outcome of stage one complaints?

• We upheld 31 (17%) stage one complaints.
• We partially upheld 36 (20%) stage one complaints.
• We did not uphold 108 (60%) stage one complaints.

What was the outcome of stage two complaints?

• We upheld 2 (10%) stage two complaints.
• We partially upheld 6 (30%) stage two complaints.
• We did not uphold 13 (65%) stage two complaints.

Our timescales – Stage one complaints

• We aim to respond to stage one complaints within 5 working days.
• We closed 105 (58%) stage one complaints within 5 working days.
• The average time to respond to stage one complaints was 6 working days.

Our timescales – Stage two complaints

• We aim to respond to stage two complaints within 20 working days.
• We closed 14 (67%) stage two complaints within 20 working days.
• The average time to respond to stage two complaints was 20 working days.