POL00086107
POL00086107
SPMR Appeals Process Flowchart V1 23" March 2011
Agent Appeals Process
Contracts Advisor I Contract Admin Team I Appeals Manager Agent
Agent appeals against
the decision
Contract Advisor receives
‘fequest for appeal from
summarily terminated
Agent
Contract Advisor
acknowledges request for
‘appeal from Agent
¥
Contract Advisor completes
‘Agent Case Summary and
sends to the CAT in Leeds
The email subject must
inclide Agent Appeal Case
for allocation, branch name.
branch code and posteode
CAT on receipt of the
Agent Case Summary
record details on the
Appeals Tracker
y
y
CAT allocates case to
‘Appeals Manager in
‘accordance with guidelines
provided. Appeal allocated
within 1 workang day of
receipt of appeal a return
receipt to be used to
confirm delvery. (NB
‘Where Appeals Manager
refuses case escalate to
Contracts and Appeals
‘Admin Manager)
‘Contract Advsor sends CAT advise Contract
completed case summary ‘Advisor who the Appeals
document and supporting Manager is and date
documentation to Appeals ‘Appeals Manager agreed
Manager with copies to tothe case
CAT
Appeals Manager reviews
>I case and supporting
documentation
‘CAT files case summary
document on the EFC.
‘Appeals Manager makes
arrangements for the
appeal and writes to the
Agent
SPMR Appeals Process Flowchart V1 23" March 2011
Agent Appeals Process
Contacts Appeals and ContractAdmin Team} Appeals Manager — Agent
Admin Manager
(Contracts Appeals & Admin
‘Manager to contact the
‘Appeals Manager to
‘discuss the timescale for
‘completion
No
CAT to monitor progress
and contact the Appeals
‘Manager at the 3 week
stage to chedkf the 6
‘weeks timescale willbe
Appeals Manager
completes appeal hearing,
sends copies of notes for
agreement fo Agent
(NFSP rep if applicable)
(eat prodaes rentiy\
(faregenect orator I
\ as defined
met for agreement
—
A Wilthe 6 weeks
< timescale be met Appeals Manager
SS : completes a fll
investigation
Yes
——
4
(No further action to be I
\ taken atthis stage / Feeeeoneaaracanesamareses I
Appeals Manager reviews
‘evdence and records
conclusion and makes
decison
————
Appeals Manager notifies
“Agent of decision
x
Appeals Manager returns
CAT records detais on completed Agent Case
Appeals Tracker Summary Document to
CAT
Appeals Manager sends a
a... ‘copy of the decision letter
and learning opportunities
to the Contracts Advisor
cc. CA Line Manager
POL00086107
POL00086107