Annual Letters

The OIA publishes Annual Letters setting out the complaints record of all providers within the OIA Scheme.

The purpose of the Letters is to:

1. Increase public scrutiny of complaints handling records at providers;

2. Increase complainant confidence in provider complaints handling processes;

3. Encourage providers to review their performance.

Different providers follow different processes in managing and closing complaints. For this reason it is not always possible to assume that the number of ‘Completion of Procedures’ letters reflects the number of complaints and appeals which have been through formal processes.

View and download the Letters:

Annual Letters - 2013

2013 Press Release

Annual Letters - 2012

2012 Press Release

Annual Letters - 2011

2011 Press Release