Decision challenge | ConsumerWise

First check the scheme

Not every ombudsman, regulator or complaint body offers the same review or challenge route.

Only use this where the process allows comments, reconsideration, review or challenge. A useful challenge identifies a material defect: an incorrect fact, important evidence not addressed, the wrong framework, a reasoning gap, an issue not determined or a procedural problem that could have affected the outcome.

Quote the decision date and case reference.
Use one ground per defect.
Show why each defect matters to the outcome.
Ask for a specific correction or reconsideration, not a complete re-run without reasons.

Editable template

Version 1: material decision challenge

Use this where the decision contains identifiable factual, evidential, framework or reasoning errors.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Request for review/challenge: [case reference]: decision dated [date]

Dear [decision-maker / review team],

I ask you to review the decision dated [date] for the following material reasons.

Ground 1: [factual error / missing evidence / framework / reasoning / procedure]
Decision says: [quote or accurately summarise the relevant passage]
Evidence/position: [document, rule, earlier submission or fact]
Why this is a problem: [explain the defect]
Why it matters: [explain how it could affect the finding or remedy]
Requested action: [correct/reconsider/address the point]

Ground 2: [type of error]
Decision says: [passage]
Evidence/position: [evidence]
Why this is a problem: [defect]
Why it matters: [materiality]
Requested action: [action]

[Add/remove grounds as needed.]

This is not simply a request to re-argue the original complaint. I am asking for the specific defects above to be considered and answered.

Please provide a reasoned outcome on each ground and identify any further review route available if the challenge is not accepted.

Yours faithfully,
[Your name]

Editable template

Version 2: challenge outcome did not answer the grounds

Use this only where the review/challenge process permits further comment and the outcome has failed to engage with specific grounds you actually raised.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

Subject: Review/challenge follow-up: grounds not determined: [case reference]

Dear [reviewer / scheme],

Thank you for the review/challenge outcome dated [date]. I am not repeating the underlying complaint. My concern is that the outcome does not determine the following grounds raised in my submission dated [date].

Ground [number/title]
What I asked you to address: [original ground/question]
What the outcome says: [brief summary]
What remains unanswered: [precise omission]
Why it is material: [effect on reasoning/finding/remedy]

Ground [number/title]
[Repeat as needed.]

Please confirm whether these grounds have been determined. If they have, please identify where the outcome addresses them and the reasons given. If they have not, I ask that they are considered under the remaining review process available.

Yours faithfully,
[Your name]

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.