USING OUR QUERY SERVICE

Our query service is available to any member of a subscribing organisation and any member of an organisation undertaking a trial, during their trial period.

If you have a complicated case, or you cannot find the information you need on our website, you can email a query to advice@ucnotes.co.uk and we will get back to you as soon as we can. Note that we do not answer queries by telephone.

Timescales

We aim to respond within 24 hours in a working week.

If you do not receive a reply within 48 hours in a working week please get back to us – as something must have gone wrong, eg the email hasn’t reached us.

Your Query

Please provide as much information as possible such as what benefits the customer is currently claiming and where relevant, their household and health circumstances. We may need to ask further questions.

Please note we can only answer questions about welfare benefits so we will not be able to comment on issues related directly to tenancy law or immigration status.

Please do not give out our email address or forward our replies to customers: if they send a question to us, we will not be able to answer them. Our query service is only for you: our users.

GDPR

Please do not include information that could identify a claimant, for example name and address, date of birth, NI number.

Although you may have the claimant’s agreement to share their information, we do not have their agreement to keep it, therefore this constitutes a GDPR breach meaning we have to delete the email and ask you to send it again, redacted. We also have to notify our main contact at your organisation.
Note this applies to attachments as well as to the email message itself.

Extent

We aim to answer your queries as fully as possible; sometimes this will be directing you to information on the website, sometimes we may need to do further research.

If it will involve a considerable amount of work on our part such that it constitutes consultancy (for example assisting in preparing an appeal submission) then we will need to discuss this with your organisation to arrange an appropriate fee.

Disclaimer

We provide advice in our queries and on the website pages to the best of our ability, making reasonable endeavours to ensure the accuracy of the information provided.
For more detail please see our Terms and Conditions.
If you notice an error on the website please let us know and we will correct it immediately.