Pre-award examinations: Action: Customer does not respond to opening letter
If the customer does not respond to your opening letter by the date specified, you should:
- check to see if the information has been received in your office, but not yet passed to you
- consider whether there may be any exceptional circumstances preventing the customer from replying, for example a postal dispute.
Where appropriate you should contact the customer(s) by phone to remind them of the need to deal with your query. If you think there is a problem you can allow a further week or exceptionally more than this with your manager’s agreement.
If the opening letter has been returned RLS or you know the address is false - see CCM5285.
In all other cases if you are satisfied the customer(s) has been given every opportunity to supply the information you will have 3 options:-
- make a decision
- issue a reminder
- make a formal request for the information
- Make a decision - where there has been no reply you will need to reject the claim as shown in CCM4335.
- Issue a reminder - where there has been no reply issue letter TCC76 which tells the customer that if they do not reply within 14 days we will reject the claim. If the customer then replies - see CCM4320. If there is no reply after 14 days you will need to reject the claim as shown in CCM4335.
- Formal request for information - it will be very rare in a pre-award case that you decide to make a formal request for information. Where you do decide to follow this route see CCM5090.