Appeals Policy for Commemorations Casework

Purpose

The CWGC is committed to delivering a respectful and responsive service to all. This policy outlines how Commemorations Casework appeals are received and managed.

Scope

This policy covers case appeals received from individual public researchers, research groups or equivalent organisations. 

What is a Casework Appeal?

The Commission defines a Commemorations appeal as a formal challenge to an official adjudication or decision made for any individual case. Appeals therefore apply to the following: 

• Non-Commemorations
• Identifications
• Religious Emblems
• Grave Founds
• Record Amendments

Grounds for Appeal

Appeals will be processed only where:

• Compelling new evidence is received, where this has not been previously considered and where it could affect the outcome of the case.
• A claim is submitted that the relevant policy has been mis-applied (reviewed at the discretion of the Commemorations Policy Manager / Head of Commemorations). 

Where a request is identified as a refusal to respect or accept an official decision made by the CWGC or its relevant partner organisations, this will not be treated as legitimate grounds for an appeal. We reserve the right to manage our communication and interactions with individuals who will not accept reasonable outcomes or where communication is deemed unreasonable, persistent, or vexatious. This is to ensure the integrity of the appeals process. 

How to Submit an Appeal

All appeals must be made via our Enquiries team, and these will then be forwarded to appropriate case managers.

• Online: www.cwgc.org/contact-us
• Email: enquiries@cwgc.org 

Appeals that are emailed to any other members of Commission staff will be returned unactioned to the enquirer.

Please include full contact details, the specific case reference number and / or the enquiry ticket number (as appropriate) alongside supporting documentation. Please ensure that you include ‘Appeal Against Case Decision’ within the subject field.

Communications - It is additionally important that enquirers respect any CWGC communication, being for the intended addressee only and thus not for wider distribution. Information within our correspondence may be confidential, legally privileged and/or copyright protected.

Process

Submission – The Enquiry Services team will log a received appeal and provide a ticket reference number. Confirmation of receipt will be given within ten working days. 

Investigation – The Head of Commemorations will be advised of the appeal by Enquiry Services. Their reviewing of the supplied documentation will determine if the appeal adheres to the outlined stipulations.

Response – A formal reply will be provided within thirty working days of submission, summarising whether the appeal for re-investigation has been permitted or rejected. Granted appeals will be assigned a new case-specific reference number, as required (N.B. Appeals for Record Amendments will be tracked via their enquiry ticket number). 

Outcome – The provided documentary evidence will then be assessed by CWGC Commemorations, culminating in a recommendation to confirm whether this material either challenges or upholds the original ruling. As appropriate to the applicable casework strand, that write-up will then be passed onto the relevant service authority for their consideration.

Communication of Outcome – All final outcomes will be jointly agreed by the CWGC and the service authority. Within the CWGC it is signed off by the Director of Commemorations. That decision will then be relayed back to the enquirer by Enquiry Services, via the original ticket. In certain situations, outcomes for Identification case appeals may be conveyed directly by the relevant Member Government. 

It is not possible to give a timescale for this process; case appeals vary in their complexity and investigations can require consulting external organisations and source material. Most appeals should be resolved within a reasonably short timeframe, of around three months, although some casework strands could take up to, or more than, one year (enquirers will be advised accordingly).

An appeal outcome will represent a final decision for any given case. 

Only in exceptional circumstances, (i.e. considering compelling new evidence) and if approved by the Director of Commemorations, will more than one appeal be accepted. 

What you can expect from us:

Any granted casework appeal will receive full and serious consideration. Once acknowledged, we will: -

• Treat you in accordance with our CARE Values and therefore with courtesy and respect, and we will legitimately expect the same from those who engage with us.
• Acknowledge receipt of your appeal within ten working days.
• Take the time to review all appeal submissions thoroughly, in conjunction with the original case documentation.
• Work in tandem with the relevant service authorities to fairly assess the supplied evidence and consider the merits put forward for appeal.
• Explain the outcome to you confirming what decision has been formally reached.

Policy Review

This policy is reviewed annually by the Director of Commemorations (Last updated September 2025).