Social Security Scotland complaints statistics: FOI release

Information request and response under the Freedom of Information (Scotland) Act 2002.


Information requested

Request for information 1: The number of complaints to Social Security Scotland in 2020-2021 financial year?

Request for information 2: The number of complaints to Social Security Scotland in 2021-2022 financial year?

Request for information 3: The number of complaints to Social Security Scotland in 2022-2023 financial year?

Request for information 4: The number of complaints to Social Security Scotland in 2023-2024 financial year?

Request for information 5: The number of complaints to Social Security Scotland in 2024-2025 financial year?

Response

Requests for information 1 to 4:

All of the information you have requested is available in Table 1 of the following link:

Social Security Scotland - Feedback Statistics to 31 March 2024

Under section 25(1) of FOISA, we do not have to give you information which is already reasonably accessible to you. If, however, you do not have internet access to obtain this information from the website(s) listed, then please contact me again and I will send you a paper copy.

Request for information 5:

Please see below the number of complaints received between 1 April 2024 and 30 November 2024. 

The date of a complaint is based on the date the complaint was received.

Complaint Stage

Number of Complaints

Stage 1

1,902

Stage 2

792

The above figures are comparable to the Stage 1 and Stage 2 figures in the Official Statistics Publications but summing these together does not provide a comparable figure to the ‘All Stages’ count as this is a distinct count of complaints that includes all Stage 1 complaints plus any complaints received that went straight to Stage 2.

Please note that these figures are based on management information, they have not yet been quality assured to the same standard as official statistics. The official publication covering the 2024-2025 financial year will be published in June 2025 and will be available at the following link: Social Security Scotland - Statistics.

About FOI

The Scottish Government is committed to publishing all information released in response to Freedom of Information requests. View all FOI responses at https://www.gov.scot/foi-responses.

Contact

Please quote the FOI reference
Central Correspondence Unit
Email: contactus@gov.scot
Phone: 0300 244 4000

The Scottish Government
St Andrew's House
Regent Road
Edinburgh
EH1 3DG

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