Performance overview
This section of the report describes highlights of our performance and impact during 2025/26. Following this is a performance analysis section that provides key performance indicators (KPIs) and statistical data.
Click here for a text version of our performance graphic
| Metric | 2025/26 figure | 2024/25 figure |
| Data protection complaints | 76,743 | 42,315 |
| Telephone calls answered | 276,401 | 309,417 |
| Live chats | 59,009 | 70,567 |
| Advice emails answered | 10,739 | 9,605 |
| FIO complaints received | 10,713 | 7,369 |
| Data breaches reported | 17,431 | 12,412 |
Measuring our impact
Measuring the impact of our work is at the heart of what we do, and our impact frameworks underpin this. We make sure our delivery is outcome focused and we monitor how we achieve this through qualitative and quantitative measures, including:
We want to make progress towards meeting the objectives we set ourselves in the ICO25 strategy so we’ve developed a set of KPIs linked to those objectives. These KPIs are measured every quarter and monitored by senior management.
We’ve included more information about our performance in the performance analysis section later in the report.