This report presents findings from surveys on clients’ experience of challenging a decision on their benefits (including both the re-determinations and the appeals processes), Short-term Assistance and the complaint process.
The separate surveys explored experiences of these processes, including what was working well and what could be improved. The research provides evidence to keep improving Social Security Scotland’s service and processes.
The data covered is mostly from clients who had experience of these processes in 2024 and this report is the first time data from these surveys has been published. These surveys will continue on a rolling basis.