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Client Hardship Service policy

Rights of review

You or your authorised representative will have the right to request that the decision made on an award be reviewed. This is a Stage 1 Appeal. 

In such cases the CHS Manager will undertake the review. This will take place within 10 working days. 

If you're still not satisfied with the decision you can request an escalation (Stage 2 Appeal). This decision will be made within 10 working days and is final.

If you're unhappy with the way that your application was handled, you'll be advised to follow Norfolk County Council's complaints procedure

If you're not satisfied with the outcome of the complaint, you'll have the option to make a complaint to the Local Government and Social Care Ombudsman (opens new window).