If our decision is late

When we receive your claim, request for review or notification of a change, we will send you a letter of confirmation. This letter will also state how many weeks we have in which to take a decision. If we cannot take a decision within that time, we can extend the time limit for the decision. If that happens, we will send you a letter. A further extension is only possible if you agree to it. If you still have not received a decision from us when the extended time limit expires, it can be said that we are late in taking a decision.

If you have not received a decision or a letter within the stated time limit, you can send us a letter to inform us that our decision is late. After we receive your letter, we will try to send you a decision within 2 weeks. If we are unable to do so, you will be entitled to compensation starting from the first day after the 2-week period has ended.

The amount of compensation you can get depends on how many days we are late by. After we receive your letter, we have a further 2 weeks in which to take a decision. These weeks are not taken into account for the calculation of compensation. You can receive compensation for a maximum of 42 days. Your compensation will be paid after the 42-day period has ended.