Social Security Scotland complaint processing times: FOI release

Information requested

Request for information 1:

The average amount of days it took to resolve complaints that required a ‘Stage 1: Frontline Response’ under the Complaints Handling Procedure - in 2024.

Request for information 2:

What percentage of complaints that required a ‘Stage 1: Frontline Response’ under the Complaints Handling Procedure took longer than five working days to resolve - in 2024.

Request for information 3:

The top five highest number of days it took to resolve complaints that required a ‘Stage 1: Frontline Response’ under the Complaints Handling Procedure - in 2024.

Request for information 4:

The average amount of days it took to resolve complaints that required a ‘Stage 2: Investigation under the Complaints Handling Procedure - in 2024.

Request for information 5:

What percentage of complaints that required a ‘Stage 2: Investigation under the Complaints Handling Procedure took longer than twenty working days to resolve - in 2024.

Request for information 6:

The top five highest number of days it took to resolve to complaints that required a ‘Stage 2: Investigation’ under the Complaints Handling Procedure - in 2024.

Response

Request for information 1 & 2:

Most of the information you have requested is available from Social Security Scotland Feedback statistics to 31 March 2025, table 4 Complaints Processing Times.

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.

This statistical publication is for the financial year 2024-2025.

Request for information 3:

In the financial year 2024–2025, the five longest processing times for resolving Stage 1 complaints were recorded as follows (in days):

• 219
• 141
• 90
• 85
• 81

Request for information 4 & 5:

Most of the information you have requested is available from Social Security Scotland Feedback statistics to 31 March 2025, table 4 Complaints Processing Times.

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.

This statistical publication is for the financial year 2024-2025.

Request for information 6:

In the financial year 2024–2025, the five longest processing times for resolving Stage 2 complaints were recorded as follows (in days):

• 116
• 109
• 103
• 98
• 90

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.