CCM4320 - Pre-award examinations: Action: Considering the customers reply

Once the customer has replied to the opening letter you will need to carefully consider their response. Chapter 6 of the CCM contains guidance on many of the risks you will come across and Chapter 15 contains detailed guidance on Undisclosed Partners.

If you are unsure whether the customer has adequately explained the position you shall ask your manager for help.

If the customer has not fully answered your concerns or you now have other concerns you should contact them again to request the additional information. Where ever possible you should try to do this by telephone.

If the customer asks if they can meet someone to discuss the position or you think a face to face meeting is necessary you shall discuss with your manager who will tell you how to proceed.

Once the customer has provided all of the information, documents or evidence you asked for you will have reached one of the conclusions:-

• you can now accept the claim - see CCM4325
• you can accept part but not all of the claim - see CCM4330
• the claim cannot be accepted - see CCM4335