CCM7320 - Discrepancy Enquiries: Procedures for carrying out Discrepancy Enquiries

Under Section 19, we are obliged to write to the claimant setting out our enquiry, therefore your initial contact with the claimant(s) must always be in writing, although telephone contact may subsequently be more appropriate for making progress, particularly if the claimant(s) prefers to deal with your queries over the phone. See the opening enquiry letters for discrepancies (TCC13A, 13B and 13C) at CCM21054-21056.

Similarly, you must always settle your enquiry in writing, see CCM7500 et seq, even if you obtain the claimant’s agreement to any adjustment over the phone.