If you need to contact Social Security Scotland, you can by phone or by post.
Freephone: 0800 182 2222 (8am to 6pm, Monday to Friday) - if you're a British Sign Language user, you can use the contactSCOTLAND app to contact Social Security Scotland by video relay.
Social Security Scotland
PO Box 10301
If you want to apply for Best Start Grant or Best Start Foods
If you want to apply for the Funeral Support Payment
If you want to apply for Young Carer Grant
If you want to give feedback
You can give feedback to tell Social Security Scotland that they:
- do something well
- need to improve something
If something goes wrong, or you're unhappy with their service, they'll work with you to fix it.
You can make a complaint if you feel:
- Social Security Scotland failed to provide a service
- the standard of service isn't what you need
- you're not happy with a Social Security Scotland policy
- you're not happy with the treatment you've had from a member of staff
- you do not agree with something you've been told by Social Security Scotland and you haven't been able to use something else, like an appeal, to solve this
- Social Security Scotland have not followed the right process
You can't use the Social Security Scotland complaints process if you're:
- asking for a service for the first time
- requesting compensation
- raising something which is already in court or which a court or tribunal has already heard
- disagreeing with a decision where a statutory right of appeal exists
- attempting to reopen a concluded complaint
- wanting a complaint reconsidered that's had a final decision
Getting someone else to make a complaint for you
You can get someone to complain for you. This can be a relative, friend or someone else you trust.
The complaints process
Social Security Scotland will try to resolve your complaint in a week.
If it's complex and needs more investigation then they'll try to resolve it in 4 four weeks. If they cannot resolve the complaint within 20 days they'll contact you.
If you want an update on the progress of your complaint they'll ask for your name and contact details.
If you want to, you can stay anonymous when giving feedback. This means you don't need to tell Social Security Scotland your name or contact details.