The Official Report is a written record of public meetings of the Parliament and committees.
All Official Reports of meetings in the Debating Chamber of the Scottish Parliament.
All Official Reports of public meetings of committees.
Displaying 548 contributions
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
But saying, “where we can do that” is not the same as saying that you do do that.
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
So you cannot do that in every instance.
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
It is like a token apology.
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
It does not recognise the gravity of what this means for individuals. That is why they are frustrated.
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
Just for absolute clarity, for those getting in touch with you who are at the end of life and are not able to access the full amount of money that they are entitled to, your process does not allow their cases to be expedited, does it?
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
Okay. With regard to successful challenges, you said that you were confident that the final figures that you gave were correct and that the Government Actuary’s Department had signed off on them. Have there been any successful challenges that you are aware of?
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
Do you have any idea of how many individuals fall into that category?
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
My experience with other public organisations is that people who are really upset, who are facing some really challenging circumstances and who are unhappy with the reply that they get can, at the very least, speak to someone within the organisation. That organisation will make time or put a bit of effort into finding out the circumstances behind the frustration, and it will try to at least interact with the person on a human level to convey the sort of apology that you are giving today.
In my experience, however, that is not what people get when they interact with you. They can get literally a copy-and-paste version of the same letter that they have had once already and which obviously did not satisfy them the first time. It just increases people’s frustration if they keep getting the same thing again.
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
I will leave that line of questioning there, because—
Finance and Public Administration Committee [Draft]
Meeting date: 17 March 2026
Oliver Mundell
What you have just said does not sit very easily with what Frances Graham said earlier about it being wrong to make calculations manually for some people, as you might have to revisit them later. You are now saying that you do that in some circumstances. If someone is near the end of their life or is in particular financial hardship, you can pull those cases out manually and expedite them.