Ask for an explanation
You don’t have to ask for an explanation of the decision but you may want to if you are unsure whether the decision is right or if you want more information to help you challenge the decision.
Contact the benefit office using the contact details on your decision letter and ask for a written explanation for the decision.
You should also tell them why you think the decision is wrong as they may be able to change it without needing to go any further.
If your first language isn't English, the benefit office should provide an interpreter to explain the decision.
If you telephone the benefit office, make a note of:
This may come in useful if you want to try to get the decision changed.
You should ask for an explanation of the decision as soon as possible, as there are strict time limits if you want to go on to challenge the decision.
If you request a written explanation of the reasons for the decision within one month of the date on the decision letter, the time limit to challenge the decision will be extended.
The new limit will be:
One month and 14 days from the decision date (if the written reasons are provided within one month of the decision date); otherwise
14 days from the date the written reasons are provided. This only applies if the reasons were not provided in the decision letter you received. If you are in any doubt, stick to the usual time limits.
An explanation will usually be provided by telephone, but must be in writing if you requested a written explanation.
If you ask for a written explanation for the decision you will usually receive this within 14 days.
After hearing or receiving the explanation, you may agree with the decision, or you may think the decision is wrong.
If you think the decision is wrong, for example, because it was based on information that was wrong or they did not have all the information, you should tell them. They may be able to change the decision and send you a new decision letter without you needing to go any further, or they can explain what you can do next.
If you still think the decision is wrong:
Your options depend on the date of the decision.
If your decision was made before 28 October 2013 you can have the decision looked at again (old process), or you may be able to appeal against the decision (old process) straight away.
If your decision was made on or after 28 October 2014 you must have the decision looked at again (new process) before you can appeal against the decision (new process).