Table 23: Actions on complaint cases handled under Schedule 3 in 2025/26
| Action | Number | % |
|---|---|---|
| Organisational learning | 951 | 1 |
| Learning from reflection | 5,575 | 5 |
| Policy/procedure review | 41 | 0 |
| Goodwill gesture | 29 | 0 |
| Apology | 4,165 | 4 |
| Debrief of original incident | 4,223 | 4 |
| Explanation provided | 66,899 | 65 |
| Referral to RPRP | 1,338 | 1 |
| Unsatisfactory Performance Procedure (UPP) | 38 | 0 |
| Misconduct proceedings | 185 | 0 |
| Other actions following a case to answer decision | 101 | 0 |
| Other actions (or action not recorded) | 946 | 1 |
| No further action | 17,978 | 18 |
| Total | 102,469 | 100 |
Not all of the available actions arising from the complaint handling are shown. The actions presented in the table are those that focus on putting the issue right and preventing it from happening again.