From time to time, our team may need additional information from you to progress your case. These requests appear on the Information Requests page of your portal. When a new one arrives, you'll get a notification in the portal and an email with a 'View Request' button.
Finding your requests
On mobile and tablets: Tap the menu icon at the top left of the page (next to your name), select 'Case', then 'Requests'.
On desktop: In the menu on the left, select 'Requests' under 'Case'. If the menu is collapsed, select the folder icon to open it.
You can also press the notification for a new request to go straight to it. The Information Requests page has two tabs:
- Pending: requests waiting for your response
- Completed: requests you've already answered
How to respond
- Select the 'Pending' tab on the Information Requests page
- Press 'Respond' on the request you want to answer
- Answer each question. Questions marked with * must be answered
- Press 'Submit Response'
Questions can ask you to type an answer, enter a number, pick a date or upload a file. Files can be PDF, DOC, DOCX, JPG or PNG, up to 10MB each. Once you've submitted, the request moves to the 'Completed' tab and we email you to confirm we've received it.
Your typed answers are saved as you go. If you leave and come back on the same device and browser, they're restored so you can carry on. Files you've chosen aren't saved, so you'll need to add them again before you submit.
Viewing completed responses
To review a response you've already submitted:
- Open the Information Requests page
- Select the 'Completed' tab
- Find the relevant request and press 'View'
You'll see each question with your answer, and a link to view any document you uploaded.
If you have any questions about a request, contact us at [email protected].
