Financial Assistance appeals process 

This policy applies to all appeals relating to support applications, whether the applicant is a caba employee or non-caba employee. It is distinct from caba’s policies on complaints and grievances, adopted by the Service User, Support and Engagement Committee (SUSEC). It will be reviewed as part of our policy review cycle and may be amended from time to time.  

If you feel that caba’s decision about your financial assistance decision is wrong or unfair, you are entitled to appeal in writing, outlining the basis of your appeal in as much detail as possible to Head of Support Services within 10 working days of the date on which you were informed of the decision.   

On receipt of your appeal, caba will arrange for the appeal to be considered by a senior representative who has not been previously involved in the case and is senior to the individual who made the original decision (the “Appeal Manager”). The Appeal Manager will acknowledge your appeal in writing within two working days.  

If your appeal reveals any new information which was not considered by caba in making the original decision, the Appeal Manager will assess whether that information could have had a material impact on the original decision. If so, you may be invited to submit a revised application which will then be re-assessed.  An appeal will be a review of the fairness of the original decision in the light of the procedure that was followed, rather than a re-assessment of the whole application.   

Following our review of your appeal, we may:   

• confirm the original decision; or   
• ask the original decision maker to review your application again considering the issues identified as part of the appeal. It is not the role of the Appeal Manager to make a fresh decision about the application   

We will inform you in writing of our final decision as soon as possible, usually within 14 working days of receipt of your appeal. There will be no further right of appeal.  

Monitoring  

Annually, the Chief Executive reviews and summarises all compliments, complaints, and appeals received. Then the findings are presented to the Board along with any appropriate recommendations.  
 

Contact details  

You can provide your feedback in the following ways:  

Address: caba, Merrett House, Swift Park, Old Leicester Road, Rugby, CV21 1DZ  

Telephone: +44 (0)1788 556 366  

Email: [email protected]  

Please mark written complaints as ‘Private & Confidential’