Publication - Advice and guidance

Social Security: advocacy service standards

Sets out the advocacy service standards required by section 11 of the Social Security (Scotland) Act 2018.

Principle 6 – Quality Assurance

Advocacy workers will keep accurate and up to date written records of action taken, progress made and outcomes achieved.

Advocacy services will have systems for seeking, receiving, addressing and monitoring feedback and complaints. You will be told about these.

Feedback and complaints forms will be available in accessible formats without having to be requested.

Advocacy services will take all feedback and complaints seriously and will respond promptly and in accordance with the service's procedures.

Advocacy services will carry out self-evaluations and provide service updates, including complaints, to funding bodies as part of routine reporting.

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