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Social Security Experience Panels: Complaints, Re-determination and Appeals

Social Security Experience Panels: Complaints, Re-determination and Appeals

Friday, December 21, 2018

ISBN: 9781787814622

This report summarises the results of 2 surveys and 7 focus groups on the feedback and complaints process for Social Security Scotland, and how clients will be able to challenge a decision about their benefits

Executive Summary

This report outlines Social Security Experience Panels members experiences of the existing DWP feedback and complaints processes, and the process of challenging a benefits decision. It also looks at how participants felt these systems should work in the new Scottish social security system. This included barriers to using these processes in the current system, the way they would want to receive information and updates, and timescales for feedback within these systems.