RE3052 - How claims work is organised: Three initial rules

Follow these rules whenever you handle a repayment claim

• keep payable order secure and safe. RE3220 onwards tells you what anyone handling payable orders must do. Follow the procedures exactly
• always check that the claimant has

• always work claims quickly and promptly. Tell the claimant why any delay occurs. Make a provisional repayment if necessary.

SUBMISSIONS TO CROSS-CUTTING POLICY (TECHNICAL) 2 FLOOR, WEST WING, SOMERSET HOUSE, LONDON

There are certain matters on repayment claims where you must seek the advice of CCP(T). When you send a case to CCP(T)

• always send the file. Make sure that you give all the information required
• if you want to write to the claimant or agent yourself on the point on which you are asking for advice, enclose a note to this effect.

If you need the file back to work other aspects of the case, ask CCP(T) for it. Do not send routine reminders. If the claimant want to contact CCP(T), telephone CCP(T) before giving the address or telephone number.

CCP(T) ACTION

What CCP(T) does depends upon the point at issue. Normally the outcome is as follows

• straightforward cases are returned with advice
• other case are kept until advice can be given. In some case CCP(T) will write directly to the claimant or agent
• you will then be sent advice when agreement is reached, or
• you may be advised to issue a formal refusal of the claimant take any appeal before the Commissioners