Challenging a Universal Credit decision - Ask for an explanation

You don't have to ask for an explanation of the decision. However, you might want to ask for this if you are unsure whether the decision is right or if you want more information to help you challenge the decision. 

Next steps

You can ask for an explanation for the decision using your online Universal Credit (UC) journal. 

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, ask in your UC journal or call the Universal Credit helpline if they could provide an interrupter to explain the decision.

Important tip

If you telephone the Universal Credit helpline, make a note of:

• the date and time you call
• who you speak to
• what is said

This may come in useful if you want to try to get the decision changed.

Time limits

You should ask for a written explanation of the decision as soon as possible, as there are strict time limits if you want to go on to challenge the decision.

You can ask for a written explanation from the benefits office dealing with your claim - known as a ‘written statement of reasons’.

You can still ask for mandatory reconsideration , but must do this within 14 days of the date on your written statement of reasons.

You can still ask for mandatory reconsideration , but must do this within 14 days of the date on your written statement of reasons.

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.

Important

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. 

You can ask for a written explanation from the benefits office dealing with your claim - known as a ‘written statement of reasons’.

You do not need to do this for Personal Independence Payment - your decision letter will include a written statement.

You can still ask for mandatory reconsideration , but must do this within 14 days of the date on your written statement of reasons.

Possible outcomes

An explanation will usually be provided in your online account. 

If you ask for a written explanation for the decision you will usually receive this within 14 days.

After 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

If you still think the decision is wrong, you can ask for it to be looked at again. You have to do this before you can appeal it to an independent tribunal.