Note: The information on this page applies to decisions made before 19 August 2026. If you received a decision on or after 19 August 2026, please visit our new decision review page.
Asking for a review
You can ask for a review if you are:
- the person who made the complaint
- the organisation complained about
Our role is to make a decision on each complaint by taking into account all the available facts and evidence and the views and opinions of both the person making the complaint and the organisation being complained about.
The grounds on which you can ask us to review our decision on your complaint are limited.
We will only change a decision if you
- send new information, and/or
- demonstrate information we used was wrong
AND - it has an impact on the original decision.
We will not change a decision or reopen a case simply because you disagree with the outcome of your complaint.
How to ask for a review
You should use a review request form (PDF, 239KB). We can also send you a copy if you call us on Freephone 0800 377 7330. If you would like a Word version of the form, please call us or contact us on the link below.
You should send us your review request and all the supporting information within four weeks of the date of our decision letter. We will not accept review requests made beyond this period, unless you can show there were special circumstances that meant you were unable to do so.
If you think you will not be able to meet the timescale for any reason, you should contact us as soon as possible to discuss this with us.
If you are waiting for a response to a Freedom of Information request, or a Subject Access request that you consider is crucial to the review of our decision, do not delay sending your review request. You should send it with the information you have and tell us when you made your information request, to which organisation, when you expect a reply, and why you think it is relevant to your review request.
If you are unsure about your request for review or how to make it, please contact us to discuss this before you send it.