ACP: Email notification failure affecting some users

The issue affects email notifications on the Appeals Casework Portal when a user:

creates a new ACP account

submits a new appeal

resets the password on their account

makes a representation (comment) on an appeal

submits an appeal questionnaire

We’re working to resolve the issue

While we investigate and resolve the issue, we ask that users:

do not resubmit the same appeal, representation or questionnaire on an appeal. It’s likely that the initial submission worked but you may not have received a notification.

email if you didn’t receive a notification and need to check if your appeal or representation was successfully submitted. Alternatively call our customer team on 0303 444 5000 (phoneline operating times: 9am to 12pm, Monday to Friday)

We apologise for any inconvenience caused and ask for your patience while we resolve this issue.