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Reviews, appeals and complaints

Reviews and appeals

You can ask for a review if you disagree with a decision about:

  • eligibility
  • the travel offered
  • distance measurement
  • route safety

Stage 1

  1. request a review in writing within 20 working days of our decision
  2. explain why you disagree

A senior officer will review the decision and write to you within 20 working days.

Stage 2

If you disagree with the Stage 1 outcome, you have 20 working days to request a Stage 2 appeal. This must also be in writing. An independent panel will review the case within 40 working days and write to you with their decision.

If you believe there was a procedural fault with the appeal, you can complain to the Local Government and Social Care Ombudsman. You can find information on the LGO website.

Complaints

For complaints about the service itself (not appeals against decisions), use our corporate complaints procedure email.

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