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Challenging a Budgeting Loan decision - Ask for an explanation

Your options if you think a Budgeting Loan decision is wrong

Ask for an explanation

You should ask for an explanation of the reasons for the decision if you are unsure whether the decision is right or if you want more information to help you challenge the decision.


Contact the benefit office using the contact details on your decision letter and ask for an explanation for the decision.

You should also tell them why you think the decision is wrong as they may be able to change it without needing to go any further.

If your first language isn't English, the benefit office should provide an interpreter to explain the decision.


If you telephone the benefit office, make a note of:

  • the date and time you call

  • who you speak to

  • what is said

This may come in useful if you want to try to get the decision changed.

Time limits

You should ask for an explanation of the reasons for the decision as soon as possible as there are strict time limits if you want to go on to challenge the decision.

Possible outcomes

An explanation will usually be provided by telephone, but must be in writing if you requested a written explanation.

If you ask for a written explanation for the decision you will usually receive this within 14 days.

When you have received the explanation, you may think the decision is correct or you may think the decision is wrong. 

If you think the decision is wrong, for example, because it was based on information that was wrong or they did not have all the information, you should tell them. They may be able to change the decision and send you a new decision letter without you needing to go any further, or they can explain what you can do next.

If you still think the decision is wrong

You may be able to have the decision looked at again, find out more on the next page.

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