To request a review of your complaint, please ensure you familiarise yourself with the below information
We appreciate that you may be disappointed with the outcome of your complaint or investigation and may feel that the decision reached was not the right one. However, dissatisfaction with the outcome of an assessment, disagreement with the reasoning provided, or a belief that the complaint should have been handled differently are not, of themselves, sufficient grounds to reopen a closed complaint.
However, you can ask HDC to review a final decision if:
You have new information that was not available to HDC at the time of the final decision.
You want to raise a new issue that was not previously considered by HDC. (Noting we may treat this as a new complaint depending on the circumstances)
You think that a particular fact or facts were not properly considered in the original decision (for example, the decision got the facts wrong or failed to consider a relevant fact).
You think the process followed by HDC was unfair.
HDC will carefully consider your request, taking into account the four criteria listed above and all the circumstances of the complaint. A decision will then be made on whether to re-open the complaint.
Just because one of these four criteria is met it does not mean that HDC will re-open a complaint. HDC will only re-open a complaint if there is a good reason to reconsider the original decision.
We appreciate that you may be disappointed with the outcome of your complaint or feel that the decision reached was not the right one. However, dissatisfaction with the outcome of an assessment, disagreement with the reasoning provided, or a belief that the complaint should have been handled differently are not, of themselves, sufficient grounds to reopen a closed complaint.
If you are thinking about asking HDC to review a final decision, please read the following information carefully:
1. HDC and the Use of Artificial Intelligence (AI)
We recognise that AI tools are increasingly being used to analyse and critique decisions. However, the fact that an AI tool identifies potential concerns or offers an alternative interpretation does not, in itself, indicate that a decision is incorrect or that a closed file review is warranted.
If you are requesting a review, we ask that you explain, in your own words, the specific aspects of the decision you believe are materially incorrect, overlook relevant information, or are otherwise unreasonable. This helps HDC understand and assess the basis for your concerns, rather than relying on AI-generated commentary alone.
Where a request appears to be substantially AI-generated and does not clearly reflect your own account, we may be unable to adequately assess the concerns raised and request that you resubmit it in your own words.
2. Provider referrals and advocacy referrals
If your complaint has been referred to your healthcare or disability provider, and/or the Nationwide Health and Disability Advocacy Service, we encourage you to engage in that process before requesting a review. It is unlikely we would consider a request for review until those processes have concluded.
If you remain unhappy after your complaint has been dealt with by the provider, you can ask HDC to review its final decision. Advocacy are required to report back to HDC and you can let them know if you remain displeased.
3. Support available
If you require help completing our webform then please contact our HDC telephone line on Freephone: 0800 11 22 33. Our team will be able to support you completing the form but please note they cannot advocate on your behalf and are there to assist in the completion of the form only.
4. First review of your request
Your request will be reviewed by a senior member of the Complaint Assessment Team and presented to a delegated decision-maker who was not involved in the original decision. They will determine whether a full review should be carried out.
5. If a full review is carried out
Your request will be more closely reviewed by staff who were not involved in making the original decision. Following that review, HDC will let you know whether further action will be taken, whether the complaint will be reopened, or whether the original decision remains unchanged and the complaint will stay closed.
6. If a full review is not carried out
Your complaint will remain closed and HDC will not take further action.
The review process does not provide an ongoing opportunity to challenge the same decision. Repeated requests raising the same concerns will not ordinarily be considered.
7. Additional Information
If we require additional information from you, we will contact you.
8. Reviews are not generally carried out by the Commissioner
The Commissioner delegates review of complaints to appropriate decision-makers within HDC.
9. Decisions on review are final
Decisions made following a review of your complaint are final. If you remain concerned about the process undertaken by HDC, you may approach the Office of the Ombudsman.