Welfare Users’ Perceptions of Distributive Justice and Trust When Facing Institutional Enigma

The article examines the relationship between perceived distributive justice and trust in the welfare system within complex and self-contradictory policy setting. Based on thirty-three in-depth interviews with social assistance users in Poland and Czechia, we find that policy assemblages in those countries are experienced as confusing ‘institutional enigmas’. We identify four patterns linking perceptions of welfare system’s distributive justice and trust in this context: perceived rationality of the system combined with trust; perceived lack of system’s empathy combined with distrust; concerns about ‘undeserving claimants’ overusing the system linked to distrust in welfare system; and unexpected (non)receiving of benefits causing surprise and shaping (dis)trust. We argue that in contradictory institutional embedding, achieving users’ trust is challenging due to complex distributive justice principles they adhere to and numerous instances of those principles being violated. Trust can still be fostered when users are well informed or experience receiving meaningful support.