Make an appeal
What to do if you disagree with our decision?
If you disagree with a decision we have made you have one month to:
Ask for an explanation
You can get in touch with us by phone, in writing or calling into your local council customer service centre to ask for an explanation.
- We will explain how we made the decision and what information was used.
- If you are not satisfied with the explanation, you can ask us to look at the decision again. You must let us know within one calendar month of the date of the decision letter.
Ask us to look at the decision again
When you ask us to look at it again we will check that the decision is correct. If the decision can be changed:
- We will tell you in writing what our new decision is.
- If you do not agree with this new decision, you can ask us to look at it again.
If the decision cannot be changed:
- We will tell you in writing that we cannot change the decision and will confirm our original decision and will tell you if you can appeal against it.
- If you appeal, the one calendar month time limit starts again from the date of the letter telling you that the decision cannot be changed.
Still not happy and want to appeal?
If, after we have explained our decision, you still think it is wrong, you can appeal to an independent tribunal. You should send your written appeal to us, giving full reasons for your appeal. We will submit your appeal to the Independent Tribunal Service.
The time limit for appeals is one calendar month from the date of the decision letter, or one calendar month from the date of the letter telling you that the decision cannot be changed.
Late appeals
If you appeal after one calendar month, you must say why it is late. Late appeals are only accepted in special circumstances, and cannot be accepted if made 12 months or more after the date of the decision letter. We can choose to extend the time limit, but only if there are special circumstances.
Where can I get help?
Staff in our Benefits Department are happy to help with any query you have. You can reach us online, by e-mail, post or telephone:
Or you could contact your local Citizens Advice Bureau.
You can also download our leaflet:What to do if you think the decision about your benefit is wrong (PDF, 564KB) for more information about appeals.