Identifying Terminated Unsigned Award Correspondence (Info)

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This guidance will be used to identify correspondence where the claim has been terminated due to the claimant not returning a signed award notice.

The correspondence can be received at any time and can be any of the following

• The claimant has stated that their payments have stopped
   
• The claimant is complaining that their payments have stopped and they cannot contact HM Revenue & Customs (HMRC)
   
• The claimant states that their payments have stopped and the signed award notice has already been returned to HMRC
   
• Any miscellaneous correspondence

If the correspondence also mentions a disputed overpayment, appeal, or complaint you must send the correspondence to the relevant team as normal.

If the claimant suggests they have returned their signed award notice, you must attempt to retrieve the signed award notice from storage.

If the claim is terminated, but not due to an unsigned award notice, follow the guidance in Identifying Renewals Late Correspondence