Re-determinations, Short-term Assistance and complaints surveys 2025

This report presents findings from two feedback surveys. The first survey covered clients’ experiences of the re-determination process and Short-term   
Assistance payments. The second survey looked into clients’ experiences of the complaints process. Both surveys looked into clients’ experiences in 2025. The research provides evidence to keep improving Social Security Scotland’s service and processes. This is a second report of its kind. These surveys will continue on a rolling basis.