Requesting a review
If you think you cannot afford to pay your charge, or you disagree with your financial assessment, please contact us. We may be able to deal with the problem by discussing it with you. If you are still not happy, we will refer you to the financial review process.
Stage one
You need to notify us in writing setting out why you feel your financial assessment is incorrect. Two managers review your financial assessment and will give you their decision within 28 days of receiving your appeal.
Stage two
Contact us within 28 days of receiving the outcome of stage one, giving your reasons for your financial assessment to be reconsidered. A Head of Service will consider your appeal and give you a decision, in writing, within 28 days of receiving your second letter.
Stage three
Contact us within 28 days of receiving the outcome from stage two, giving your reasons for further review of your financial assessment. An independent panel will review the decision. You can go to the review panel hearing, which should take place within 28 days of your request. The panel will confirm their final decision, in writing, within seven days of the hearing.
If you do not pay
We may decide to take legal action if you do not pay. This rarely happens as we give you plenty of opportunities to discuss your case.
Complaints
To complain about your financial assessment please use our complaints process.
Last reviewed: 11/12/2018