Introduction
This report reviews Quo Vadis Trust’s complaint handling performance for 2025/26, covering complaint volumes, key themes, resolution outcomes and service improvements. It provides a three-year comparison across 2023/24, 2024/25 and 2025/26, and sets out how QVT is using complaint data to improve services and strengthen transparency.
Key Highlights
Complaints resolved earlier
QVT resolved 58% of complaints informally in 2025/26, the highest rate in the three-year period. This shows that more concerns are being addressed at the first point of contact without needing formal Stage 1 escalation.
Improved record keeping
Following a year-end review, 100% of complaints now have a recorded resolution date, eliminating the recording gaps seen in previous years and improving the quality of QVT’s complaints data.
Performance at a Glance
Complaint Volumes
Three-year trend
QVT received 60 complaints in 2025/26. This was higher than 2024/25, but broadly consistent with the longer-term trend.
Informal Resolution Rate
Three-year trend
The informal resolution rate reached its highest level in three years, showing improved early handling of client concerns.
Source: QVT Annual Complaints Performance and Service Improvement Report 2025/26.
Read the full report
Download the complete Annual Complaints Performance and Service Improvement Report 2025/26 to read the full analysis of complaint trends, outcomes, service improvements and learning from complaints.