Confirm Identity (Info)

There is an Action Guide for this subject, click on 'Next Page' to access it

You must only discuss the details of a claim with the person when you are sure that you are speaking to the claimant or the claimant’s personal acting body.

To ensure that you are talking to the claimant or their acting body, you must ask the person specific questions and confirm the details given with the information held on the computer.

(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

If the person is not the claimant or their personal acting body, find out why they are calling

• If they wish to provide information about a claim, take a note of their name and any information that they wish to give and forward the details to the relevant Management Unit, if you are not able to deal with it yourself

• If they ask for information about a claim, tell them that you are unable to provide any information and ask them to put their questions in writing

• If the person is from another Government Office such as Department for Work and Pensions (DWP), you must make a note of the switchboard telephone number, their full name and extension

• If the person is calling from Citizens Advice Bureau or is the claimant’s solicitor, or agent establish whether the claimant is present. Ask to speak to the claimant to establish that they are happy for this person to receive and give information on their behalf. If the claimant is not present ask for the information they require to be put in writing and the reply will be sent to the claimant