Our proposed decision and representing
What happens when a decision has been made on the case?
We will send the proposed decision to you and the agent at the same time. It may include relevant documents to show you how we have come to our decision. You both have 14 days to either accept or represent against the decision.
If you represent, there is no guarantee it will affect the final decision. In fact, representations normally only affect the final decision if:
- you can prove we have made a significant mistake that makes a difference to the outcome – for example if we missed a complaint letter or misinterpreted the facts
- you have significant new evidence that will affect the decision.
You need to send your explanation about any mistakes and any new, relevant evidence to us within 14 days of the date you receive the proposed decision.
What if the agent doesn’t respond to the proposed decision?
The agent has 14 days to accept or represent against the proposed decision. If they don’t respond in that time, we will assume they accept the decision and let you know. If you accept the decision, the agent will have to keep to the decision and any recommendations.
What if I don’t agree with the proposed decision?
If you do not agree with the proposed decision, you can either reject it or represent against it. If you want to represent, and can prove we have made a significant mistake or you have new evidence, it may change the decision. If you reject the decision, it will expire and we will close the case.
You need to represent within 14 days of the date you receive the proposed decision. We will then make our final decision and write to let you know.
How do I represent against the proposed decision?
When we send our proposed decision, we will include all the details you need about how to represent.
Is my award safe if I represent against the proposed decision?
The decision and award can change right up until we make our final decision. So your representation, or the agent’s representation, could change or cancel the award.