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Contact Social Security Scotland

Last updated: 18 December 2018

If you need to contact Social Security Scotland, you can by phone or by post.

By phone

Freephone: 0800 182 2222 Monday to Friday, 8am to 6pm. This helpline will be closed on:

  • Tuesday 25 and Wednesday 26 December
  • Tuesday 1 and Wednesday 2 January

It will also close at 3pm on Monday 24 December and Monday 31 December.

By post

Social Security Scotland
General Enquiries
PO Box 10301
Dundee
DD1 9FY

If you want to apply for the Pregnancy and Baby Payment

You can get help if you want to apply for the Pregnancy and Baby Payment.

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.

Complaints

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.