If our decision is late

We will send you a letter to say we have received your claim, request for review or notification of a change in your situation. The letter will also state how many weeks we have to take a decision. If we are unable to take a decision within that time, we can extend the processing time for a claim, request for review or notification of a change by a further 6 weeks. If we have not issued a decision by the end of the extension period, our decision is classed as being late.

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. 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 cannot receive compensation for more than 42 days. Your compensation will be paid after the 42-day period has ended.