Q3 22-23
This page features a quarterly update on the SLCC's performance in dealing with complaints. For the most definitive set of data on this, read our Annual Reports.
The stats below are for January 1st 2023 to March 31st 2023.
Open and closed cases
New complaints opened |
Complaints closed |
|---|---|
339 |
501 |
New complaints opened
The new complaints opened is based on complaint forms received. Sometimes it is adjusted when a single complaint form needs split into multiple complaint forms. (Each complaint must be against a single firm and each complaint is assessed separately for impact on complainer and what redress they should receive).
Complaints closed
This covers complaints closed at all stages. It includes complaints that are closed which might reopen in future.
Closure stages
Stage |
Number of complaints closed |
|---|---|
Mediation |
14 |
Investigation |
43 |
Determination |
34 |
Accepted complaints closed by stage
This only includes accepted service or hybrid complaints. It does not include complaints that are closed at prematurity stage, accepted as conduct only, rejected or resolved before a decision to accept or reject.
Eligibility outcomes
Eligibility outcome |
Number of complaints |
|---|---|
Accepted |
139 |
Resolved |
78 |
Rejected |
42 |
Withdrawn |
8 |
Eligibility outcomes
This includes all complaints dealt with at the eligibility assessment stage of our process.
The accepted category includes complaints accepted for investigation as conduct, service or hybrid.
The resolved category includes complaints resolved by the actions of an SLCC investigator before a formal decision to accept or reject the complaint. This includes where the complainer agrees or doesn’t respond to the investigators initial view on the complaint.
The discontinued/withdrawn category includes complaints closed by the SLCC due to lack of response from the complainer or withdrawn by the complainer before a formal decision to accept or reject the complaint.
The rejected complaints includes complaints that are outside the SLCC’s time limits without exceptional reasons, ‘frivolous, vexatious or totally without merit’, a combination of both of these or another reject reason.
Mediation outcomes
Mediation outcome |
Number of complaints |
|---|---|
Formal mediation |
11 |
Informal settlement |
3 |
Mediation outcomes
The mediation outcomes are split between complaints settled by a formal mediation meeting and complaints settled by facilitation at the mediation stage.
Investigation outcomes
Investigation outcome |
Number of complaints |
|---|---|
Settled outside report |
22 |
Settled on report |
14 |
Withdrawn |
7 |
Investigation outcome
The investigation outcomes includes complaints that were ‘settled by report’ when both parties agreed with the investigation report recommendations.
It also includes settlements facilitated ‘outside report’ between the parties. Either before the investigation report or after the investigation report on different terms.
Finally, some complaints are withdrawn by the complainer at investigation or discontinued by the SLCC due to lack of response from the complainer.
Determination outcomes
Determination outcome |
Number of complaints |
|---|---|
Upheld |
6 |
Partly upheld |
13 |
Not upheld |
15 |
Determination outcomes
The determination outcomes are the decisions made by our board members, acting as commissioners in a committee of three.