Our Performance

New and closed cases

New complaints opened is based on Complaint Forms received.  Sometimes it is adjusted when a single form needs to be split into multiple forms (each complaint must be against a single firm and is assessed separately for the impact on the complainer and what redress they should receive).

Complaints closed covers complaints closed at all stages.  It includes complaints that are closed which might reopen in future.

Accepted complaints closed by stage

This only includes accepted service or hybrid complaints.  It does not include complaints that are:

• closed at the Prematurity stage
• accepted as conduct only
• rejected
• resolved before a decision to accept or reject

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 investigator's initial view on the complaint.

The rejected category includes complaints that are:

• outside the SLCC’s time limits (without exceptional reasons)
• outside the SLCC's jurisdiction
• ‘frivolous, vexatious or totally without merit’

The withdrawn category includes complaints closed by the SLCC due to a lack of response from the complainer or withdrawn by the complainer before a formal decision to accept or reject the complaint.

Mediation outcomes

These outcomes are split between complaints settled by a formal Mediation meeting and complaints informally settled by facilitation at the Mediation stage.

Investigation outcomes

The outside report category includes cases in which a settlement was reached between the parties either before the Investigation Report or after it (on different terms).

The on-report category includes cases in which both parties agreed with the Investigation Report recommendations.

The discontinued category includes cases either withdrawn by the complainer or closed by the SLCC due to a lack of response.

Determination outcomes

These outcomes are the decisions made by our board members, acting as commissioners in a committee of three.