Post Decision Review (PDR) and Service Complaints Manual

1. Definitions:

This an internal policy/guidance document which we have published for transparency. It may contain links or references to other internal guidance or policies which are not published, and some non-essential images may have been removed.

Last updated: February 2024.

In this manual –

‘Complainant’ includes Representatives and Bodies in Jurisdiction (should they ask for a review). A Body in Jurisdiction (BinJ) can ask for a review as well as a complainant. Treat these requests in the same way as one from a complainant.

‘Investigator’ includes Assessment Managers and Assessment Team Coordinators (for decisions a case is premature).

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