Feedback statistics covering complaints received by Social Security Scotland.
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Feedback statistics covering the outcomes of complaints received by Social Security Scotland from 4 September 2018 to 31 March 2021. Figures are broken down by financial year, with 2021/22 covering from April to September 2021 only.
Carer’s Allowance Supplement was launched in September 2018, followed by Best Start Grant Pregnancy and Baby Payment (December 2018), Best Start Grant Early Learning Payment (April 2019), Best Start Grant School Age Payment (June 2019), Best Start Foods (August 2019), Funeral Support Payment (September 2019), Young Carer Grant (October 2019), Job Start Payment (August 2020), Child Winter Heating Assistance (November 2020), Scottish Child Payment (November 2020), and Child Disability Payment (pilot July 2021, national November 2021).
Data on the number of complaints, compliments and suggestions are also available in separate datasets.
The full publication and tables covering complaints, compliments and suggestions are available on the Scottish Government website.
This data contains no sensitive, personal information.
The data used to produce the official statistics are the same as the data extracted from the case management system on a monthly basis that is used for internal reporting within Social Security Scotland. As such, the data is checked monthly for consistency with previous extracts (for example, do numbers of complaints, compliments and suggestions received increase as expected over time). Summary figures for number of complaints have been compared to equivalent summary figures produced from clerical records, and discrepancies investigated.
Additional quality assurance and cleaning has been carried out on specific variables:
• The dataset has been checked for duplicate records based on Case ID number.
• Variables have been checked for missing information.
• Feedback received dates and decisions dates have been checked to see whether they fall within expected ranges (e.g. after September 2018) and are consistent with those produced by clerical records.
• For complaints, the benefit that a complaint refers to and reason for the complaint have been checked for consistency between stage 1 and stage 2.
Once the data is aggregated for publication, the final statistics are quality assured by a different member of the statistics team. The final data tables are checked by the lead statistician.
• Rounding and disclosure control
Feedback numbers have been rounded to the nearest five for disclosure control. Figures may not sum due to rounding.
• Comparison to clerical data
Comparison of data from the case management system to clerical records showed several discrepancies. These discrepancies have been investigated with the Client Experience team, and errors in case management system data have been manually fixed to match the clerical record.
• Comparisons with DWP complaints statistics
The Department for Work and Pensions (DWP) has a different complaints process to Social Security Scotland, and as such, DWP complaints statistics are not directly comparable to these statistics. Further information about complaints at DWP and links to their latest statistics are available on the DWP website.
Complaints fall under the Scottish Public Services Ombudsman (SPSO) and their complaints handling procedure. This sets out a 2 stage internal complaints process. Frontline resolution – stage 1, allows 5 working days to respond to the client’s complaint. Where a client remains unhappy with this response they can proceed to investigation – stage 2, which allows 20 working days to investigate and provide a response. If the client still remains unhappy then they can choose to take their complaint to the SPSO.
Possible outcomes for complaints are:
• Upheld – the client’s complaint has been upheld, as it meets the terms in the definition of a complaint.
• Not upheld – the client’s complaint was not upheld because it did not meet the terms in the definition of a complaint.
• Partially upheld – if the client makes a complaint raising more than one issue, one part (or parts) of the complaint may meet the terms in the definition of a complaint, and other(s) do not. In this case the complaint would be partially upheld.
• Resolved – if a client has made a complaint and their complaint is resolved without the need to look further into why something went wrong or to mark it as upheld or not upheld. This outcome was introduced on 12 April 2021.
Outcomes for Stage 1 and Stage 2 are counted separately, therefore the number of outcomes exceeds the number of complaints received. Some complaints will also be outstanding at the end of the reporting period, and will therefore not be counted in the outcome statistics. Withdrawn complaints are counted within the outcome statistics.
Datasets will be updated on statistics.gov.scot within one month of the date of the publication.
The publications are available on the Scottish Government website.
Revisions and corrections to previously published statistics are dealt with in accordance with the Scottish Government Statistician Group corporate policy statement on revisions and corrections - a copy of which is available on the Scottish Government website.
This is a linked data resource: it has a permanent unique uri at which both humans and machines can find it on the Internet, and which can be used an identifier in queries on our SPARQL endpoint.
A linked data-orientated view of dimensions and values
| Dimension | Locked Value |
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Outcome
http://statistics.gov.scot/def/dimension/outcome
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(not locked to a value) |
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Reference Area
http://purl.org/linked-data/sdmx/2009/dimension#refArea
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(not locked to a value) |
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Reference Period
http://purl.org/linked-data/sdmx/2009/dimension#refPeriod
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(not locked to a value) |
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Measure Type
http://purl.org/linked-data/cube#measureType
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(not locked to a value) |
Linked Data is stored in graphs. We keep dataset contents (the data) separately from the metadata, to make it easier for you to find exactly what you need.
The data in this dataset are stored in the graph: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaint-outcomes
The data structure definition for this data cube dataset is stored in the same graph as the data: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaint-outcomes
All other metadata about this dataset are stored in the graph: http://statistics.gov.scot/graph/social-security-scotland-feedback-complaint-outcomes/metadata
A breakdown by type of the 34 resources in this dataset's data graph.
| Resource type | Number of resources |
|---|---|
| Collection | 2 |
| Component specification | 6 |
| Data set | 1 |
| Data structure definition | 1 |
| Observation | 24 |
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