How to make a complaint


What is a complaint?

If something goes wrong or you aren’t happy with the service you've had, then please let us know. We listen to all feedback we get and use it to improve the service we provide.

We define a complaint as:

'An expression of dissatisfaction by one or more members of the public about Social Security Scotland's action or lack of action, or about the standard of service provided by or on behalf of Social Security Scotland.'

Some examples of complaints you can contact us about are:

  • failure to provide a service
  • inadequate standard of service
  • dissatisfaction with Social Security Scotland’s policy
  • treatment by or attitude of a member of staff
  • disagreement with a decision where you cannot use another procedure (for example an appeal) to resolve the matter
  • Social Security Scotland’s failure to follow the appropriate administrative process.

A complaint is not:

  • a first-time request for a service
  • a request for compensation only
  • issues that are in court or have already been heard by a court or a tribunal
  • disagreement with a decision where a statutory right of appeal exists
  • an attempt to reopen a previously concluded complaint or to have a complaint reconsidered where we have already given our final decision.