Complaints made to Scottish Forestry since January 2020: FOI release

Information requested

How many complaints have been made to Scottish Forestry since January 2020 and the time it took for Stage One and Stage Two responses to be issued for each one.

Response

From 1 January 2020 to 12 April 2023, according to our records Scottish Forestry has received 53 complaints, of which 28 were stage 1 frontline resolutions and 25 were stage 2 investigations. Please note that under our Model Complaints Handling Procedure, it is possible for complaints to be escalated directly to stage 2 without being considered at stage 1 if the complaint is complex in nature and it is immediately apparent that detailed investigation is required, or if the complaint involves members of senior management.

Under our complaints procedure, we aim to answer stage 1 complaints within 5 working days and stage 2 complaints within 20 working days.

Details of the date of receipt, due date for response (calculated by working days as above), and date of issue of response for each of the complaints are as below.

Please note that:

• Where Stage 1 complaints are escalated to Stage 2, our correspondence system requires us to log the Stage 2 complaint under a new reference and the data it provides does not link the two complaints into a single case, so these are presented separately in the data below.
• In one case as noted, a Stage 1 complaint was received but not logged or responded to until a Stage 2 complaint was made.
• Where our Conservancies have dealt with stage 1 complaints, these are logged locally by the Conservancy and therefore do not have a reference number on our central correspondence system.
• In addition, one of our Conservancies records complaints with the date the complaint was closed rather than the date the initial response was issued. These complaints were not escalated beyond stage 1 but continued to be investigated beyond the initial response until the complaint was complete. These cases are noted in the table below.

Scottish Forestry complaint timelines, Jan 2020 - April 2023

Reference	Case Type	Received	Due	Issued
202300346312	Stage 2 Investigation	05/03/2023	01/04/2023	04/04/2023
202300343424	Stage 2 Investigation	13/02/2023	14/03/2023	14/03/2023
202200335647	Stage 2 Investigation	21/12/2022	25/01/2023	25/01/2023
202200333114	Stage 2 Investigation	22/11/2022	22/12/2022	19/12/2022
202200331897	Stage 2 Investigation	18/11/2022	20/12/2022	13/12/2022
202200330583	Stage 2 Investigation	11/11/2022	13/12/2022	19/12/2022
202200326841	Stage 2 Investigation	19/10/2022	17/11/2022	15/11/2022
202200323199	Stage 2 Investigation	27/09/2022	26/10/2022	24/10/2022
202200322575	Stage 2 Investigation	27/09/2022	26/10/2022	25/10/2022
202200302302	Stage 2 Investigation	24/05/2022	25/06/2022	20/06/2022
202200300813	Stage 2 Investigation	13/05/2022	16/06/2022	14/06/2022
202200291563	Stage 2 Investigation	25/03/2022	27/04/2022	27/04/2022
202200291243	Stage 2 Investigation	28/03/2022	28/04/2022	04/04/2022
202200282300	Stage 2 Investigation	17/02/2022	18/03/2022	17/03/2022
202200279451	Stage 2 Investigation	04/02/2022	05/03/2022	15/02/2022
202200276683	Stage 2 Investigation	26/01/2022	24/02/2022	18/02/2022
202100215030	Stage 2 Investigation	01/06/2021	30/06/2021	21/06/2021
202100215016	Stage 2 Investigation	04/06/2021	03/07/2021	25/06/2021
202000111278	Stage 2 Investigation	10/11/2020	10/12/2020	20/11/2020
202000104217	Stage 2 Investigation	23/10/2020	21/11/2020	15/12/2020
202000091049	Stage 2 Investigation	24/09/2020	23/10/2020	13/11/2020
202000068885	Stage 2 Investigation	30/07/2020	28/08/2020	24/08/2020
202000042560	Stage 2 Investigation	02/06/2020	01/07/2020	30/06/2020
202000039943	Stage 2 Investigation	26/05/2020	24/06/2020	24/06/2020
202000039115	Stage 2 Investigation	15/05/2020	17/06/2020	16/06/2020
(not logged)	Stage 1 Frontline Resolution	04/01/2023	11/01/2023	(response at Stage 2)
202200300453	Stage 1 Frontline Resolution	09/05/2022	17/05/2022	16/05/2022
202200296970	Stage 1 Frontline Resolution	21/04/2022	29/04/2022	27/04/2022
202200294719	Stage 1 Frontline Resolution	12/04/2022	22/04/2022	21/04/2022
202200289999	Stage 1 Frontline Resolution	21/03/2022	29/03/2022	29/03/2023
202200282590	Stage 1 Frontline Resolution	21/02/2022	01/03/2022	22/02/2022
202100248716	Stage 1 Frontline Resolution	19/10/2021	27/10/2021	15/11/2021
202100248582	Stage 1 Frontline Resolution	18/10/2021	26/10/2021	15/11/2021
202100247849	Stage 1 Frontline Resolution	15/10/2021	23/10/2021	15/11/2021
(Conservancy case)	Stage 1 Frontline Resolution	09/11/2022	16/11/2022	11/11/2022
(Conservancy case)	Stage 1 Frontline Resolution	25/10/2022	01/11/2022	25/11/2022
(Conservancy case)	Stage 1 Frontline Resolution	12/10/2022	19/10/2022	26/01/2023
(Conservancy case)	Stage 1 Frontline Resolution	11/10/2022	18/10/2022	27/10/2022
(Conservancy case)	Stage 1 Frontline Resolution	29/08/2022	05/09/2022	08/09/2022	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	25/05/2022	06/06/2022	14/07/2022	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	08/02/2022	15/02/2022	10/02/2022
(Conservancy case)	Stage 1 Frontline Resolution	01/06/2021	08/06/2021	22/04/2022	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	29/04/2021	07/05/2021	30/04/2021
(Conservancy case)	Stage 1 Frontline Resolution	14/04/2021	21/04/2021	18/06/2021	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	12/04/2021	19/04/2021	10/06/2021	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	06/01/2021	13/01/2021	3/01/2021	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	05/01/2021	12/01/2021	11/01/2021	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	17/12/2020	28/12/2020	15/01/2021	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	03/09/2020	10/09/2021	21/09/2020
(Conservancy case)	Stage 1 Frontline Resolution	15/05/2020	22/05/2020	11/06/2020	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	05/05/2020	12/05/2020	26/05/2020	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	01/05/2020	12/05/2020	06/05/2020	(closure date)
(Conservancy case)	Stage 1 Frontline Resolution	28/03/2020	31/03/2020	31/03/2020	(closure date)

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