Experience panels: complaints, re-determination and appeals

Providing feedback and making a complaint

Accessing information about how to give feedback or make a complaint

Survey respondents were asked about how they would currently look for information about how to give feedback or make a complaint in relation to the benefits that they have applied for. Respondents could tick more than one answer. More than three quarters (78 per cent) of respondents said that they would look on the Department for Work and Pensions (DWP) website. Around half said that they would use an advice service like Citizens Advice Scotland by phone, email or in person (53 per cent), or using their website (49 per cent). The responses to this question are outlined in detail in table 4.

Table 4 (n=154)

Where would you currently look to get information about how to give feedback or make a complaint in relation to the benefits you have applied for or received?
The Department for Work and Pensions website	78%
Using an advice service like Citizens Advice Scotland by phone, email or in person	53%
Citizens Advice Scotland website	49%
Phoning the Department for Work and Pensions	48%
Through an internet search engine	46%
Through my local Welfare Rights Office by phone, email or in person	34%
Visiting a job centre	21%
Through the Scottish Public Service Ombudsman	19%
From friends or family	17%
From my local carers centre	14%
Through my local authority	11%
Another way (please write in)	4%

Among people who said they would look for information in another way, some suggested that they would like to receive information directly from the DWP about how to provide feedback or make a complaint. Others said that would use online forums or social media, that they would write a letter, or would speak to advice services.

How to give feedback or make a complaint

Survey participants were asked about how they would prefer to provide feedback to Social Security Scotland, or make a complaint. Three quarters (75 per cent) of respondents said that they would be likely to use email to give feedback or make a complaint. Two thirds (64 per cent) said that they would use online methods, and almost three in five (57 per cent) said that they would provide feedback or make a complaint by post. Respondents were less likely to use SMS/ text messaging (17 per cent), textphone (5 per cent) or typetalk (2 per cent) to respond, however it should be noted that the latter two are both assisstive technologies which few respondents are likely to require.

Table 5 (n=109-168)

	Very Likely or likely to use	Unsure/ it would depend	Unlikely or very unlikely to use
Email	75%	10%	15%
Online	64%	19%	17%
By post	57%	17%	26%
Telephone	52%	18%	30%
In person	32%	23%	45%
SMS/ text message	17%	11%	72%
Another way	7%	24%	69%
Textphone	5%	3%	92%
Typetalk	2%	3%	95%

Types of feedback

Respodents felt that it was important to be able to provide all types of feedback. 173 people responded to this question, and almost all (94 per cent) said that they would want to be able to make complaints. Nine in ten said that they would want to be able to make suggestions (91 per cent) and give compliments (87 per cent).

A quarter of respondents (25 per cent) said that they would want to be able to give another type of feedback. This included "constructive feedback", notice of upcoming changes in circumstance,or "anything" else.

Giving positive feedback

More than two thirds of respondents (71 per cent) said that if they were satisfied with the service that they received from Social Security Scotland they would be "likely" or "very likely" to get in touch to feedback about their experience (this question was answered by 167 people). 14 per cent said they were "unsure" if they would, and 14 per cent said that it was "unlikely" or "very unlikely" that they would get in touch.

More than two thirds (68 per cent) said that they would be likely to feed this back directly to the staff member concerned. Three in five (61 per cent) said that they would go to a dedicated feedback team, and almost half (45 per cent) said they would feedback to a manager.

Table 6 (n=132)

If you were satisfied with the service you had received from Social Security Scotland, who would you be likely to feed this back to?
Directly to the staff member concerned	68%
To a dedicated feedback team	61%
To a manager	45%
To an independent organisation	22%
To the Scottish Public Service Ombudsman	12%
Someone else	6%

Among those who said "someone else" responses included a politician, an outside agency, or someone who could make a difference.

A number of respondents felt that it was valuable to encourage positive feedback.

"If people complain about the service they receive from an organisation it is only right to give complements when they do well." (Survey respondent)

Others, however, felt that they wouldn't give positive feedback for someone simply "doing their job", and that this should not be expected. They felt that they would only give this type of feedback if a staff member had been exceptional in trying to help them.

"Satisfactory service is the service level that we're supposed to get. The classic reaction to it is: "Why would I compliment them just for doing the job that they're paid to do?" People don't feel the need to compliment service providers and their staff unless the service provided really does go above and beyond "satisfactory"." (Survey respondent)

Making a complaint

More than four in five respondents (84 per cent) said that if they were unhappy with the service they had received from Social Security Scotland they would be "likely" or "very likely" to make a complaint (this question was answered by 178 people). 9 per cent said they were "unsure" if they would, and 7 per cent said that it was "unlikely" or "very unlikely" that they would get in touch to make a complaint.

Three quarters (73 per cent) of respondents said that they would make a complaint to a manager. More than a third (68 per cent) said that they would complain to a dedicated feedback team.

Among those who said that they would make a complaint to someone else, responses included their local MSP or MP or on social media.

"MSPs get proper replies from ministers. Other methods of complaining do not get proper results." (Survey respondent)

Table 7 (n=149)

If you were unhappy with the service you had received from Social Security Scotland, who would you be likely to make a complaint to?
To a manager	73%
To a dedicated feedback team	68%
Directly to the staff member concerned	35%
To an independent organisation	33%
To the Scottish Public Service Ombudsman	25%
Someone else	8%

Some described the value of providing feedback using internal channels – in particular providing feedback directly to a staff member or their manager as a means of quickly resolving issues before they escalate.

"In the first instance, I'd want to talk to the person about whom the complaint was being made before it goes any further. If I were not satisfied, I would go up, level by level, until I reached a satisfactory conclusion." (Survey respondent)

Focus group participants spoke about how important it is that the first member of staff that you speak to knows how to deal with your complaint, or where to direct you to.

"It could have been dealt with if that first point of contact could have made some decisions - I think that's really the crux of it. But it got passed on and on and on and it just kept escalating and it needn't have done." (Focus group participant)

Others felt that a dedicated team would provide a valuable channel through which to provide feedback or make a complaint. Reasons included the fact that a dedicated team could sit independently of the team dealing with an application or decision, that it would provide clarity in the system, and that you would have a dedicated point of contact to communicate with regarding the issue.

"I think a dedicated team who would deal sensitively with you would be brilliant. I would prefer to speak to a named person who I could possibly build up a "relationship" with who would be my first port of call should I have a query, complaint or indeed a compliment." (Survey respondent)

"I would not want to complain directly to the staff member concerned as this could be threatening for that person and the public do not always know how to complain without getting upset." (Survey respondent)

However, a number of other respondents felt that having an independent organisation who could investigate complaints was important. This was to provide reassurance that complaints would be dealt with appropriately and that they wouldn't impact on how the client was treated in the future. Some also felt that an independent agency could have a role in ensuring that complaints were acted on – for example through staff training.

"Having an independent agency doing this would ideal. It would mean that all complaints were properly dealt with and there would be a record of how it was dealt with and what was the final outcome was. This could also assist with making sure that staff training was satisfactory and it also would protect the staff from having unfounded allegations made about them." (Survey respondent)

"Perhaps independent complaints system, so people know they are not going to be victimised, eg by sanctions. I have seen on social media how job centre staff gun for people who make complaints, or who assist others to make complaints." (Survey respondent)

"Make it possible to complain via an independent organisation. An anonymous complaints procedure could be used to prevent worries about it affecting an application." (Survey respondent)

Receiving updates about your complaint

Survey respondents were asked about when they would expect to receive updates about how a complaint was being dealt with. Almost all (97 per cent) would expect confirmation that feedback or a complaint had been received. More than nine in ten (92 per cent) would also expect a response when there was a resolution to their complaint.

Most respondents said they would also expect updates on how the feedback or complaint was being handled (81 per cent), and would expect a way to contact Social Security Scotland to check on the progress of the complaint (74 per cent).

Table 8 (n=170)

If you made a complaint to Social Security Scotland, which of the following would you expect?
Confirmation that the feedback or complaint has been received	97%
A response when there is a resolution	92%
Updates on how the feedback or complaint is being handled	81%
A way to contact Social Security Scotland to check on the progress of the complaint	74%

Focus group participants felt that there should be clarity given about when people should expect a response when they make a complaint.

"You should give a timescale for how it's going to work. For example, 'we hope to respond to you within… however some are more complex and may take a bit longer'." (Focus group participant)

Barriers to providing feedback

Almost a third (31 per cent) of respondents said that they would feel comfortable giving feedback or making a complaint.

However, many respondents reported barriers to making a complaint. More than three in five (62 per cent) respondents said that they would worry about whether making a complaint would affect a benefit application or the benefits that they receive. Half (51 per cent) said that they had a bad experience of making a complaint in the past.

Table 9 (n=154)

Do you have experience of any of the following barriers to making a complaint in the current benefits system
I would worry about whether it would affect my application or benefits that I receive	62%
I have had a bad experience in the past	51%
None of the above - I would feel comfortable providing feedback or making a complaint in the current benefits system	31%
I do not know how to give feedback or make a complaint	22%
I, or someone I care for, has an accessibility need that makes it difficult to provide feedback or make a complaint	19%
Another barrier	12%

Among those who said that there was another barrier for them making a complaint, reasons included system challenges such as the length of time to get through, or the waiting time for a response to a complaint; not knowing who to make the complaint to; a lack of trust in the complaints system or concern that it wouldn't be acted on, and barriers relating to a disability or health condition.

Both survey respondents and focus group participants spoke about a lack of clarity in the current process as to who to provide feedback or make complaints to, how to do this, and how the feedback or complaint would be dealt with and responded to.

"I'm not aware of any current system for making complaints to DWP. I have submitted formal letters a number of times but been told there is no mechanism to deal with it. People have no recourse where they have been badly treated." (Survey respondent)

"My latest experience of complaining to the benefits agency involved speaking personally with thirty seven different members of staff sending three recorded letters. All in all I was told by different people "this is not supposed to happen " and "this is not possible." Also "I've never seen this in all the time I've worked here". The final response was an unsigned letter telling me that I have not received the service I should have!" (Survey respondent)

There was also a lack of trust in the system and how transparent it is.

"I would not have any confidence that a complaint would be followed up" (Survey respondent)

Some respondents also described their fear at how making a complaint might impact the way that they were treated in the future.

"Because the current system instils a culture of fear. If you draw attention to yourself, your claims will be overly scrutinized, and likely to be withdrawn even if you need and meet the criteria for social security. Any excuse is used to stop welfare payments, leaving you in dire financial straits." (Survey respondent)

"I would be concerned that any negative feedback, or complaint, would impact negatively on me in the future." (Survey respondent)

A number of respondents said that they would need reassurance that making a complaint wouldn't impact on the outcome of their benefit applications.

"Reassurance that complaints or negative feedback wouldn't affect decisions about claims also the new system should give details of any final outcomes from feedback or complaints." (Survey respondent)

This was also a theme that was reflected among focus group participants.

"Sometimes people are afraid to rock the boat and don't want to complain about anything in case it goes against them. There's a lot of fear about that." (Focus group participant)

Improving the feedback and complaints system

A number of survey respondents and focus group participants said that introducing clear processes and timescales for handling a complaint would be valuable.

"Make it simple and hassle free. Give your staff the ability to either fix the issue or to pass it someone who can help give the staff the ability to take positive feedback as well" (Survey respondent)

"If there was a protocol devised that was time sensitive it would give reassurance that any complaint would be taken seriously & investigated thoroughly." (Survey respondent)

"I think if they had a recognised complaints procedure that a person could take you through so you felt they recognised you had a complaint and then tell you what would happen next. For example telling you it will be passed to the most appropriate department who will contact you within 5 days for example. Something concrete so it doesn't disappear and so it leaves a record." (Focus group participant)

This included having more easily available information about how to feedback or make a complaint.

"Don't hide it on the website most websites hide the complaints process at the bottom of a page highlighting a link at the top of the page would be much better." (Survey respondent)

Participants spoke about the importance of feeling listened to when making a complaint. Focus group participants suggested that it could be valuable for a key part of the complaints process to involve staff taking the time to listen to the complaint and then summarise and clarify any key points.

"So a bit of talking back – summarise to you what you said the issue is so you're happy what they have written down is a good reflection." (Focus group participant)

"Perhaps including details in correspondence about compliments and complaints. So you don't have to search for it but instead have it before you even need it." (Survey respondent)

A number of respondents said that it would be easier to navigate the system if they were appointed a dedicated staff member who they could contact to follow up on their case.

"If each client has a dedicated member of staff and manager, who are named at the start of a claim, the client would then be able to refer directly to either of those people." (Survey respondent)

Some also said that they would find it helpful to receive updates about the processing of their feedback or complaint.

"I made a complaint to DWP a number of years ago in writing regarding how a staff member at my local JobCentrePlus treated me - they didn't even bother responding! Shocking disregard for people on benefits and shows they really don't care." (Survey respondent)

"Ensure that paperwork actually get to the relevent department direct and a phone call to tell you they have recieved it." (Survey respondent)

Some also commented that it would be valuable to have staff who were more empathetic or who had previous experience of disability or long term health conditions.

"Yes most of your new staff should be disabled or have experienced disability or chronic sickness to know and understand what vulnerable people/customers have to cope or deal with." (Survey respondent)

"I think there has to be better training I would like to see the criteria for employing staff not just based on academic qualifications but more customer based skills to be as important. People skills can go a long way when dealing with claimants." (Survey respondent)

Respondents also spoke about the importance of staff behaviour in impacting their overall experience.

"Employ staff who are likely to treat people as customers not beggars." (Survey respondent)

Responding to complaints

Participants were asked about how complaints should be responded to in the new Scottish social security system. Participants often felt that an appropriate response would depend on the situation, but that it might include resolving the issue at hand, compensation, or simply an apology. Some felt that a gesture like flowers might be appropriate in some circumstances.

"I think it ("sorry") can go a long way – not just saying sorry – well we can say sorry – the form of words in the complaints procedure should be respectful to the person and acknowledge it could have caused distress and show the call wasn't a waste of time. Even if the complaint ends there people feel its then worthwhile and they've had someone listen to them" (Focus group participant)

"Sometimes all that is necessary is an acknowledgement that there has been a problem and/or an apology." (Survey respondent)

Some also said that a personalised response, rather than one that comes across as automatically generated, would be important. In particular that they feel listened to and that action will be taken.

"A personalised response to feedback or complaints and not just a standard reply which may come across as insincere and 'lip service'." (Survey respondent)

"The most important thing is having staff actually sound like they mean it at the end of the phone –someone who actually listens to you, not just someone reading off a script." (Focus group participant)

"When there are complaints sorry isn't good enough and stop saying we are sorry for your experience. It makes you angrier. Ideally the letter should say that they have heard me and summed up the complaint, apologise and say this is what we have done to put it right." (Focus group participant)

Focus group participants suggested that it would be beneficial for staff to discuss possible resolutions with the person making the complaint.

"Depending on what it is, asking them what they want would be quite nice and then they could have the step we discussed – "ok , this is what I could do about it next" – telling you what I could do about it and saying "does that sound okay to you"." (Focus group participant)

Focus group participants also felt that in some circumstances a dedicated, specialist team could take over the person's case to ensure their needs are met – for example if they have very specific requirements which haven't been met by other teams.

A number of participants across both the survey and focus groups said that they felt it is important that complaints are monitored. Reasons included for transparency, and to help with organisational development and staff training.

"Ideally the organisation will look at the number and nature of complaints and use that to determine staff training. It might just be someone having a bad day and if its rare that's fine but it should be analysed and used to guide the organisation's training." (Focus group participant)

Some people felt that this type of information should be published. Others felt that summarised information about the type of feedback received would be enough, with information about how any issues were being addressed.

"I think that would be more useful as a generic thing for the company to be saying, maybe – we realise that we are not doing so well on this fact. We are addressing it this year – we have implemented training for our staff as we know this isn't great. I don't think you need to be as specific as publishing your dirty laundry in public. It's more just saying you recognise there are problems and are dealing with them in this way. It's better for confidence to say this is what we are doing to deal with it. People want to see the results." (Focus group participant)