Social Security Scotland received almost 1,800 complaints in 2022/2023

Executive agency advises that more than half the complaints were in relation to disability benefits, with ‘timescales’ being given as the most common reason

New statistics show that almost 1,800 complaints were received by Social Security Scotland in 2022/2023.

In Social Security Scotland feedback statistics to 31 March 2023, the Executive Agency reports on complaints, compliments and suggestions received in relation to carer’s allowance supplement, best start grant and best start foods, funeral support payment, young carer grant, job start payment, child winter heating assistance, Scottish child payment, child disability payment (CDP), adult disability payment (ADP) and winter heating payment.

With the majority of feedback received during the year being complaints – 1,790 complaints compared to 185 compliments and 135 suggestions – Social Security Scotland advises that –

• 605 of these were in relation to CDP, with the most common reason being 'timescales' (280 complaints);
• 430 were in relation to ADP, with the most common reason being 'timescales' (165 complaints);
• 365 were in relation to Scottish child payment, with the most common reason being 'quality of service' (150 complaints); and
• 260 were for best start grants and best start foods, with the most common reason being 'timescales' (115 complaints).

In addition, in respect of outcomes, Social Security Scotland reports that around a third of Stage 1 complaints were upheld in 2022/2023, while more than two-thirds of Stage 2 complaints were upheld –

NB – as outcomes for Stage 1 and Stage 2 are counted separately, the number of outcomes exceeds the number of complaints received.

For more information, see Social Security Scotland feedback statistics to 31 March 2023 from gov.scot