CCM14060 - Closing the Enquiry: No adjustment needed to the claim

Where your enquiry has established the claim is correct, the first thing you will need to do at the closure stage is inform the claimant of your conclusion. You must send the claimant a letter even if you have already discussed this during a telephone call or at a meeting. Use the standard letter template TCC5 at CCM21445.

For a joint claim you will have sent a copy of your opening letter to each claimant, so you should also send your closure letter to each of them.

If the claimant has an authorised agent or representative acting for them you should also send a copy of the letter to them.

Having closed the enquiry you will need to make the necessary entries on TCW and Household Notes.

Finally, you will need to ensure you and your manager have closed any local records to show the enquiry is settled. The papers should then be retained locally filed by NINO reference.