The current processing time for new applications and changes to benefit claims is an average of 6 weeks.

If you contact us with a general enquiry online we will reply to you within two working days.

When we have dealt with your claim for benefit we will send you a decision letter. The letter shows how we have worked out your benefit entitlement and you should check it carefully.

If you think our decision is wrong, you must contact us within one month of the date on our letter otherwise we may not be able to look at the decision again.

You can either:

  1. Ask for an explanation
  2. Ask us to look at the decision again
  3. Appeal against the decision
    Appeals must be made in writing and sent to us within one month of the date on our decision letter. It should include details of the decision you want to appeal against and why you think the decision is wrong. For an appeal to be valid it must be signed by the person making the appeal.

Full details of your appeal rights are given on the benefit decision letters sent to you.

If you make an appeal we will look at your claim again. If we can’t change the decisions, your appeal will be sent to the Tribunals Service unless you decide not to continue with it.