Experience panels: complaints, re-determination and appeals

About the research

This report details the key themes which emerged from two surveys and seven focus groups. The research considered people's experience of complaints, mandatory reconsideration, and appeals, and their priorities for how the feedback and complaints process, and the process for challenging a decision should operate in the new social security system. Focus group participants and survey respondents were recruited from the Scottish Government Social Security Experience Panels.

All Experience Panel members were invited to participate in the surveys and in focus groups which were held in 18 locations across Scotland during August 2018. Topics were assigned to focus groups based on the priorities identified by those registered. Seven focus groups discussed the complaints, re-determinations and appeals process. One telephone interview was also conducted with a panel member who could not attend a face-to-face session

The surveys were available online, or could be completed on paper or over the freephone helpline.

About the respondents

The survey "Help us make it simple for you to challenge a decision" was completed by 184 people, which is around 8 per cent of Experience Panels members. The information was added to information from the "About Your Benefits and You" (Scottish Government, 2017) and "Social Security Experience Panels: Who is in the panels and their experiences so far" (Scottish Government, 2018) surveys. Where possible, the data collected in these surveys was linked to the information supplied by participants of these surveys as part of the longitudinal dataset for this project. Some responses could not be linked in this way. This was due to either missing or unclear contact information in their survey response or the respondent not having previously completed the relevant demographic information.

Ten per cent of respondents to this survey were aged 25-44. 35 per cent were aged 45-59 and 34 per cent were aged 60-79. We did not hold data on the age of 20 per cent of respondents to this survey.

50 per cent of respondents to this survey identify as a "woman/ girl" and 29 per cent as a "man/boy". We did not hold data about the gender of 21 per cent of respondents to this survey.

53 per cent of respondents said they have a disability or long term health condition, 27 per cent said that they did not, and we did not hold information about this for 20 per cent of respondents. 32 per cent said that they have caring responsibilities, 45 per cent said that they did not, and we did not hold this information for 24 per cent of respondents.

The survey "Help us design the feedback and complaints system" was completed by 181 people, which is around 8 per cent of Experience Panels members. 9 per cent of respondents to this survey were aged 25-44. 33 per cent were aged 45-59, and 24 per cent were aged 60-79. We did not hold this information about 33 per cent of respondents.

43 per cent of respondents to this survey identify as a "woman/ girl" and 24 per cent as a "man/boy". We did not hold data about the gender of 33 per cent of respondents to this survey.

58 per cent of respondents said they have a disability or long term health condition, 9 per cent said that they did not, and we did not hold information about this for 33 per cent of respondents. 30 per cent said that they have caring responsibilities, 35 per cent said that they did not, and for 35 per cent of respondents we either did not hold data, or respondents had said that they would prefer not to say.

Focus groups on this topic were held in Galashiels, Dundee, Aberdeen, Castle Douglas, Dunfermline and Falkirk.