Responding to a flexible working request
Three letters that cover the whole process - and honest guidance on the one paragraph you can't template: the reasons.
Three letters cover the whole process: acknowledge, decide, and (if needed) answer the appeal. The decision letter is the one that matters - it must name which of the eight statutory grounds applies and explain why, because a refusal that just cites a ground without reasons is what tribunals pick apart. All three are below, ready to copy.
Download the response letters PDF · 2 pages · edit the [bracketed] parts
Letter 1 - acknowledging the request
Dear [Name],
Thank you for your flexible working request dated [date], asking to [summarise the change requested - e.g. reduce to four days a week, working Monday to Thursday] from [proposed start date].
I'd like to arrange a time to talk it through with you so I understand how it would work in practice and whether there's anything we need to work around. I've suggested [date and time] - let me know if that doesn't suit and we'll find another.
You're welcome to bring a colleague or trade union representative with you if you'd like to.
We'll give you our decision, in writing, by [date - within two months of the request]. If we need longer we'll ask you first and agree a new date.
Best wishes,
[Name, role]
Letter 2a - approving the request
Dear [Name],
Thank you for meeting me on [date] to discuss your flexible working request.
I'm pleased to confirm we're approving it. From [start date], your working pattern will be [set out the new pattern precisely - days, hours, start and finish times, location].
This is a permanent change to your contract of employment. All your other terms and conditions stay the same. [If salary changes pro rata, state the new figure and how it was calculated. If holiday entitlement changes pro rata, state the new entitlement.]
[If a trial: We've agreed to trial this arrangement from [date] to [date]. We'll review it together in the week of [date]. If it works as we both expect, it becomes permanent from [date]. If it doesn't, we'll discuss the options together before anything changes.]
Please sign and return the enclosed copy to confirm you accept the change.
Best wishes,
[Name, role]
Letter 2b - refusing the request
Dear [Name],
Thank you for meeting me on [date] to discuss your flexible working request of [date], in which you asked to [summarise].
I'm sorry to tell you that we're unable to approve the request. Having considered it carefully and discussed it with you, our decision is based on the following statutory ground[s]:
[Name the ground - e.g. "detrimental effect on ability to meet customer demand"]
[Explain specifically why it applies here. Be concrete: "The team covers customer calls until 6pm. Two of the three people in the team already finish at 4:30, and the request would leave Thursday and Friday afternoons uncovered. We looked at moving the cover to [X] but that would leave the same gap on [Y]."]
[Where relevant: We did explore [alternatives considered - e.g. a compressed week, a later start on two days] but [why they didn't resolve the issue].]
If you'd like to appeal this decision, please write to [name] by [date - inside the two-month window]. You can also make a further request in [month], twelve months after your original one.
I know this isn't the answer you were hoping for, and I'm happy to talk it through.
Best wishes,
[Name, role]
Letter 3 - the appeal outcome
Dear [Name],
Thank you for your appeal of [date] against the decision on your flexible working request.
Your appeal was heard by [name, role - ideally someone not involved in the original decision] on [date].
Having reviewed the original decision and the points you raised - [summarise the grounds of appeal] - our decision is to [uphold the original decision / approve the request / approve it in the following modified form: …].
[If upholding: explain what was reconsidered and why the original ground still applies.]
This is our final decision on this request.
Best wishes,
[Name, role]
How do you adapt these letters?
- Write the reasons yourself. The bracketed explanation in letter 2b is the only part that can't be templated - it's the part that has to be true of this request, in this team.
- Consult before you draft 2b. Consultation is mandatory before refusing, and a decision letter written before the conversation reads exactly like what it is.
- Offer the trial. A three-month trial in letter 2a resolves more of these than any refusal ever does.
- Keep the tone human. Somebody asked for help arranging their life around work. Even a no should sound like it came from a person.
- Diarise the deadline the day the request arrives - see the two-month timeline.
The statutory grounds themselves are set out in the eight reasons to refuse, and Acas publishes its own guidance and templates if you'd like a second reference.
Frequently asked questions
What should a flexible working refusal letter say?
It must name which of the eight statutory business grounds applies and explain specifically why it applies to this request, referring to the discussion held with the employee. It should also set out how to appeal and when a further request can be made.
Does an employer have to put a flexible working decision in writing?
Yes. The decision must be communicated to the employee, and a written decision with reasons is the employer's evidence that the request was handled properly within the two-month window.
Is a flexible working approval a contract change?
Yes - an approved request is normally a permanent change to the employment contract. The letter should set out the new pattern precisely and confirm which other terms are unchanged, including any pro-rata salary or holiday adjustment.
Can an employer trial a flexible working arrangement?
Yes, and it is often the most practical answer. A trial period with a review date lets both sides test the arrangement in practice rather than argue about predictions, provided the terms of the trial are agreed in writing.
More to download: All 45 templates · 79 guides explaining the rules · 27 calculators
The workflow, not just the letters
CoDash runs statutory flexible working end to end: the request, the two-month clock, the consultation record and the decision, all on the person's file.