Reward review and appeals

A full review and appeals process is available if you believe that we’ve placed you on the wrong level of service.

The grounds for a review or appeal are likely to include but not exclusive to:

• We have not taken account of exceptional circumstances
• We have made an error
• We have not taken all the circumstances into account
• A customer has a disability / impairment which means they cannot meet the Reward requirements

Review

This is the first step in the review and appeals process, if you believe that you have been placed on a wrong level of service. Customers may ask for a formal review of the circumstances if we were unable to resolve their enquiry at first contact.

If the level of service is incorrect, you will be moved to the correct level of service in accordance with the ‘rules’ in the Reward scheme.

We aim to resolve reviews within 10 working days.

Appeal

This is the second step in the review and appeals process.

If you disagree with the outcome of the review then you may request an appeal of the decision.

You must submit your appeal within 30 days of the review outcome. We may ask you to provide additional information to support your request.

If the outcome of the investigation is that the appeal is upheld, then you will be moved to the correct level of service.

If the appeal is not upheld, then customers will retain their existing level of service, or be immediately placed at the level originally assessed by Stonewater.

We will notify you in writing of the outcome of the investigation. This notice is the final decision.

We aim to resolve appeals within 10 working days.

To discuss your level of service please contact us using our Reward email enquiry form or the following:

Telephone: 01202 319119

Email: reward@stonewater.org

Post: Suite C, Lancaster House, Grange Business Park, Leicester, LE8 6EP