RO instructions: Correspondence and enquiries
RAs will deal with straight forward letters and vouchers received in the following circumstances
- letters enclosed with forms R40(SP) which they can deal with when they copy the details from the form into CL
- some vouchers received without explanation. If they cannot trace a registered claim for the period they will send the uncancelled vouchers back to the claimant with a claim form (RM1212).
You should deal with
- vouchers received for a period for which you can trace a registered claim and/or vouchers received with an explanation.
Make sure the vouchers are cancelled on the day of receipt
(RM1216 or RM4024) and decide what to do according to the
- all other letters, counter calls and telephone calls once the RA has done any routine tracing.