FOI/202600508003 · FOI · cost limit
Social Security Scotland complaints statistics: FOI release
Information requested
Request for information 1:
For Stage 1 complaints closed between 1 July and 31 July 2025 only, please provide:
a. The number of complaints closed following verbal contact with the complainant (e.g. telephone or face-to-face).
b. The number of complaints closed following the issue of a written response (email or letter).
If precise figures cannot be extracted without exceeding the cost limit, please provide: The total number of Stage 1 complaints closed during that month and confirmation of whether the case management system (SPM) contains a structured field indicating whether a written response was issued.
Request for information 2:
Please confirm whether Social Security Scotland’s case management system (SPM) contains any structured data field identifying the method of complaint closure (e.g. verbal vs written) If not, whether closure method is recorded only within free-text case notes.
Response
More information relating to how Social Security Scotland deal with complaints can be found at the following link:
How to make a complaint - Social Security Scotland
Request for information 1:
The total number of Stage 1 complaints closed between 1 July and 31 July 2025 was 345. 278 cases were closed following verbal communication. 47 cases were closed following the issue of a written response. 4 cases were closed following web chat. No letter or call was made in response to 16 cases, this was due to complaints being made anonymously.
Please note that these figures are based on management information, they have not yet been quality assured to the same standard as official statistics.
Request for Information 2:
Social Security Scotland’s case management system (SPM) does contain a structured data field to identify method of complaint closure when a written response is issued by letter. If a verbal response is made this is recorded within the free text case notes.
You may also be interested to know that further information is available within our Feedback Statistics Publication. The most recent publication provides statistics up to 31 March 2025 and can be accessed here:
Social Security Scotland feedback statistics to 31 March 2025 - Social Security Scotland
The next publication is due to be released in June 2026, which will include statistics up to 31 March 2026. The Publication will be accessible from:
https://www.socialsecurity.gov.scot/publications/statistics
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.
Contact Please quote the FOI reference Central Correspondence Unit Email: contactus@gov.scot Phone: 0300 244 4000 The Scottish Government St Andrew's House Regent Road Edinburgh EH1 3DG
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