How to appeal a decision we’ve made

If you aren’t satisfied with a decision we have made, find out how to appeal or how to make a complaint about any other aspect of the service we have given you.

Our appeals procedure explains how Family Fund deals with appeals, and when you can expect a response.

Family Fund Group Appeals Policy 2025- 2026 (233kB pdf)

Submit an appeal

If you disagree with a decision we have made about your application, or access to a service; or feel we didn’t assess your application fairly, or accurately, you can submit an appeal to ask us to look at it again.

Please note that you must make your appeal in writing, within 28 days of receiving your  decision. If you have already appealed your decision, then any second stage appeal must be made within 14 days of our first appeal response.

If you are appealing a decision about your application, access to a service, or your child and young person’s eligibility, the decision date will be the date that we communicated the outcome to you. If you are appealing a decision about a grant we have already awarded, the decision date will be the date you first spoke to us about it.

When you appeal, please tell us why you disagree with our decision. If you are appealing a decision on your application or child and young persons eligibility decision, provide us with documents that support your appeal. Providing documents with your appeal gives us the best chance to check the level of support your child or young person needs against our eligibility criteria.

You can find more information about what type of evidence we can accept with your appeal.

You can submit an appeal for any decision we make on your application, or any time we can not provide you access to a service.

Please note:

Each decision can only be appealed twice. If you are appealing a child and young person’s eligibility decision, you must provide supporting documents for all children or young persons listed in your application along with your appeal.

For more information, please see our appeals procedure

Make a complaint

If you’re unhappy with any other aspect of the service, how we have behaved or the quality of what we have done, you can submit a complaint in writing, within 28 days of the incident.

If you have already submitted a complaint, then any second stage complaint must be made within 14 days of our complaint response.

Our complaints procedure explains how Family Fund deals with complaints and when you can expect a response.

For more information, please see our complaints procedure.

Family Fund Group Complaints Policy 2025- 2026 (245kB pdf)