Note: The information on this page applies to decisions made on or after 19 August 2026. If you received a decision before 19 August 2026, please visit our previous decision review page.
A review can only change a decision where there has been a material error that has affected the decision.
We encourage people to request a review only where they believe a material error has occurred and can provide information to support this.
Before asking for a review, please read the criteria carefully. This will help you decide whether the review process is the right route for your concerns.
We are the final stage in the complaints process. We make our final decisions after considering the available facts, evidence and information. This is why only a small proportion of reviews lead to a decision being changed.
A decision review is not a way to have your complaint looked at again because you disagree with the decision.
We will only review a decision where the review criteria are met.
When you can ask for a review
You must ask for a review within 4 weeks of the date of our decision.
We will only accept late review requests if we consider there are special circumstances. If your request is late, you must explain clearly why you could not contact us in time.
When we will review a decision
We will only review a decision if you can show that there was a material error in our decision.
A material error is a significant mistake that could have affected our decision.
For example, a material error could include:
- our decision says we did not receive an important document, but you have evidence that we did receive it
- our decision relies on the wrong policy or rule
- our decision says something happened, or did not happen, on a particular date, but you have evidence showing this is wrong
- we did not follow our process, and how this affected the decision
We will not review or change a decision simply because you disagree with it.
What is not a material error?
The following are not usually material errors:
- you disagree with the decision
- you think the decision is unfair or wrong, but you cannot identify a material error
- you want us to look again at information we have already considered
- you want to repeat points that have already been addressed
- you have re-read the decision and want to emphasise different points
- you disagree with how much weight we gave to some evidence
- there is a small mistake, such as an incorrect date, but it does not affect the decision
- you believe there was bias, but you have not provided information to support this
- you are unhappy about events that happened after our decision was made
New information
New information is information that existed at the time of our decision but was not available to us when the decision was made.
It is not new information if:
- it relates to events or circumstances that happened after our decision
- it was reasonably available to you before our decision but was not provided to us
If you send us new information, you must explain why you did not provide it before we made our decision and how it affected the decision.
If your request does not explain this, we will not take it forward.
What you must include in your request
You must clearly explain:
- what material error you think we made
- why you think it is a material error
- how it affected our decision
You should provide any relevant evidence that supports your request.
If you do not explain the material error, or do not explain how it affected our decision, we will not take your request forward.
What happens next?
We assess all review requests carefully and proportionately.
If your request meets the criteria, we will consider it in more detail.
If your request does not meet the criteria, we will explain why and close the request.
We will not continue to correspond when a decision has been made that the review criteria are not met and we will not continue to correspond about a final decision on your review request.
Using AI
We appreciate that AI tools can be helpful to put your concerns into words.
However, AI can sometimes:
- add things that are not relevant
- include information that is not correct
- use legal language that is not needed, or may not apply in Scotland
- change the focus of your review request
- make your review request longer or more complicated than it needs to be
If you use AI, please check your review request before submitting it. You must make sure it reflects your own reasons for asking for a review, the information you have, and the material error you think we made.
Shorter, clearer review requests help us understand your concerns more easily and consider whether your request meets the review criteria.
Submit your review request
If you have read the above information and would like to submit a review request, please use our online form.
Please only use this online form if the decision on your complaint was made on or after 19 August 2026.
If the decision you want reviewed was made before 19 August 2026, do not use this form. Information about how to request a review of an earlier decision is available on our previous decision review webpage.
Submit a decision review request
You can also download a PDF copy of the form below. If you need information in another format, please let us know.
Downloads
- How to ask for a review of our decision leaflet (PDF, 98KB)
- Decision review request form (PDF, 203KB)