IS20 - A guide to Income Support

Making a claim

What to do if you think our decision is wrong

Although you have the right to appeal to an independent tribunal against a decision of a decision maker (see below), you can first ask for the decision to be looked at again. This is generally much quicker than an appeal as a means of getting a decision changed.

If you want more information about our decision, contact the office that sent the decision letter straight away. You can ask for an oral explanation of the reasons for the decision, a written statement of reasons for the decision or both to help you decide what to do. You must do this within one month of the date on the decision letter. We will send the statement of reasons within 14 days.

If you are still not satisfied with the decision you can ask us to look at the decision again. You can do this by phoning, writing to or visiting your Jobcentre Plus office or social security office within one month of the date on the decision letter. If you have already asked for an oral explanation of the decision, the one month is still counted from the date of the decision letter. If you have asked for a written statement of reasons, you will have the one month plus a further 14 days. If the written statement of reasons arrived after the one month, you will have a further 14 days from the date on the statement.

If the decision cannot be changed, we will send you a letter telling you that we cannot change it. The letter will confirm the original decision. You still have the right of appeal after we have looked at the decision again.

Appealing

For detailed information about disputes and appeals, get guide NI260 DMA A guide to dispute, supersession and appeals from your Jobcentre Plus office or social security office.

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