Terms & Conditions

[Andy Thurman]

Please can someone point me to any relevant CD’s/legislation?

I need to respond to a proposed procedure of requesting info by phone not letter. 😡
I have always believed (and still do 8) ) that a proper request should be in writing stating clearly what is required and giving time limits for response (with advice on effect of non-provision) but I can’t seem to find anything legislative to back this view up. I’m not against use of phones – I strongly advocate calls at reminder stage – but unless the request is in writing, a subsequent nil-det for lack of provision is unfair on the clmt. Even if there isn’t a definite legal requirement (which I thought existed but I’ve looked for & can’t find!), for the LA to have any chance at appeal, a system note/memo giving full details of the call would need to be made – just as simple/quick to put it in a letter to customer!

Anything to support written requests please? 🙄

[Anonymous]

The analysis of Reg 73 of the old Regs in Findlay (p429 of the 2005 edition) should provide you with support for your argument

[Andy Thurman]

Thanks 🙂 ‘Storm’ appears now to have passed.

[Anonymous]

Andy – just for info we do both (yes, I can just see the next hundred posts about bureaucracy!!!). our procedure is that we ring up first and tell them what is needed, if they can supply today or tomorrow we can assess the claim, oh but in the mantime we are just going to pop the letter in the post to confirm what we need and give the time limits etc. It has helped us to reduce or time for processing claims as we are able to get many people to respond on the day of request. rather than waiting for a response to a letter may bring – we also have reduced the number of “whats this letter all about” queries that we used to get.

But yes, you need to follow a call up in writing.

[Andy Thurman]

Julie – spot on procedure 😀
Phone calls are very effective. I’ve long argued for pretty much the approach you have & also found it very effective when I’ve used it myself.
Sounds like you’re achieving genuine (& deserved) good PI’s. 😉

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