Appeal now over 4 weeks and no reply

I submitted an appeal on the 28th of March , its now over 4 weeks, also over the 20 day guideline on the SFE website , for decisions

I have had no email to suggest that the appeal was even received . I have checked and triple checked the email address '[email protected]' . So the email has definitely arrived on their end .

I did call , and I was told that I just have to wait , since the claims team cannot access appeals

At this point I feel there is ground to complain, since there has been no progress or any indication of progress to me , which has left me feeling concerned

What else can I do at this point ?

Reply 1

David SLC

Official Rep

Original post by 90Ninety

I submitted an appeal on the 28th of March , its now over 4 weeks, also over the 20 day guideline on the SFE website , for decisions
I have had no email to suggest that the appeal was even received . I have checked and triple checked the email address '[email protected]' . So the email has definitely arrived on their end .
I did call , and I was told that I just have to wait , since the claims team cannot access appeals
At this point I feel there is ground to complain, since there has been no progress or any indication of progress to me , which has left me feeling concerned
What else can I do at this point ?

Hi there. At the moment, the appeals team are taking around 40+ working days to provide a full review and response. We can only ask that you allow more time for this to be reviewed. There is not a way that we can escalate or have this reviewed sooner. Thanks, David

Reply 2

90Ninety

Its now almost eight weeks and still no indication of progress, no response or even acknowledgement that the email of appeal was received .. Just a survey was sent from SLC ..
Is this normal ?

Reply 3

Claire SFE

Official Rep

Original post by 90Ninety

Its now almost eight weeks and still no indication of progress, no response or even acknowledgement that the email of appeal was received .. Just a survey was sent from SLC ..
Is this normal ?

Hi there,

Normally the customer would be contacted by their case handler in due course to confirm that an appeal has been adopted, and the account is noted to confirm this. If you haven't received anything, I would suggest contacting us so we can see if the note is on the account.

Thanks,
Claire