HRP Appeals & Escalations: MR → Complaint → ICE → PHSO
When Should You Appeal? – HRP Mandatory Reconsiderations and Complaints
When Should You Appeal?
Appeal where evidence was overlooked or misunderstood or where the decision conflicts with your care or Child Benefit chronology. Always check the Mandatory Reconsideration (MR) time limit on your decision letter and respond within that window.
How to Structure the MR
- One-page summary: facts, decision date, and the exact point you’re challenging.
- Updated annex: one line per tax year with evidence codes (A-series = CB, B-series = care/medical, C-series = ID/linkage).
- Point-by-point answers: respond to each refusal reason and include any new dated evidence.
- Clarity: clean scans, visible names and dates, no cropped corners.
Model MR Opener
I request a Mandatory Reconsideration of the HRP decision dated [dd/mm/yyyy].
The decision does not account for Exhibits A1, C2, and B1, which establish [concise reason].
The annex on page 2 maps each relevant tax year to the supporting evidence.
Complaint Path (for Process or Delay)
If timelines slip or process communication is unclear, submit a written complaint with a full chronology and the remedy you seek — such as naming a decision owner or setting clear target dates.
Model Complaint Opener
This complaint concerns delays and lack of clarity since [date].
Please acknowledge, assign a decision owner, and provide target timelines.
The remedy sought is: (1) MR decision by [date]; or (2) written reasons and escalation.
Escalation to ICE and PHSO
- ICE (Independent Case Examiner): escalate unresolved complaints with a complete bundle (annex, exhibits, chronology, copies of letters).
- PHSO (via MP): for maladministration within scope; explain what went wrong, its impact, and the remedy sought. Keep a dated log of all contacts.
Common Pitfalls to Avoid
- Missing the MR deadline or failing to state the exact decision/date challenged.
- No annex — forces caseworkers to sift through raw papers.
- Undated or illegible scans — ensure names & dates are visible.
- Unbridged name changes or address moves (1978–2010) breaking the evidence chain.
- Not retaining submission proof or a contact log.
Checklist Before You Submit
☑ One-page summary attached
☑ Annex updated with evidence codes
☑ Exhibits clean, dated, and legible
☑ Submission proof and a dated contact log kept safe
Illustrative Example
An HRP claim was refused for 1991–93 despite a clear caring history. The MR pack included (i) a one-page summary, (ii) a revised annex with A1, B2, C3 references, and (iii) clean scans bridging a maiden-to-married name and a house move. HRP was applied on MR, and the pension forecast was updated accordingly.
Written by Evanshaw HRP Team — guiding clients through HRP appeals, reconsiderations, and complaint escalations to secure rightful pension corrections.