In this section
Information for parents
Meeting your needs
We aim to provide you with the best possible service.
This is our commitment to you:
When you submit an appeal or claim, we will
- make a quick decision on whether we can deal with it;
- write to you within 10 working days of your appeal being received and let you know what action we will take.
If you write to us or request information, we will
- answer any questions you ask as fully as possible;
- if you need a written response, give it to you within 10 working days.
If you phone us, we will
- aim to answer your call within 20 seconds.
- tell you who you are speaking to.
Do you have any special requirements?
If you need any particular arrangements for your hearing such as needing an interpreter or signer, please tell us as soon as possible, and we will arrange for one to attend. If you are sending us an appeal or claim in another language we will also translate the documents that you have written yourself.
Please let us know if any of the parties who are attending the hearing with you have a disability, which may affect arrangements, for example, a need for wheelchair access.
We will do our best to meet all your access needs.
