This is an HTML version of an attachment to the Freedom of Information request 'Customer compliance department - updated'.

09 Closing the Customer Compliance case 
Closing the Case  
1.  The case must not be closed on FRAIMS until a decision on all benefits 
have been returned. 
2. To close the case the CCSO must take the following action as per ‘Closing 
a Fraud/Customer Compliance Case’ instructions in the FRAIMS 
guidance: 
Step 
Action 

Ensure all activities on FRAIMS have been set to done and note 
that the case has been returned including any paperwork or files. 

check that the outcome, the outcome result and the Date of 
Outcome have been recorded on FRAIMS; 

retain the relevant documents and file as per local filing 
arrangements. If your office does not retain Customer 
Compliance documents, send the Customer Compliance 
documents as Non Associated Post (NAP) to the relevant benefit 
parent file at Heywood DMC. 
Update the IT systems 
3.  Update Notepad on the relevant benefit payment system to record that 
compliance activity is complete. Record the following:  
Step 
Action 

replace ‘case selected’ with ‘Customer Compliance interview 
completed on (insert date). 

in cases where a benefit decrease and/or increase and 
overpayment occurs record ‘Customer Compliance interview 
completed on (insert date), benefit decrease and/or overpayment 
occurred’. 

amend the deletion date on ‘Notepad’ to 14 months from the date 
the Customer Compliance case was closed. 
Document retention  
4.  Customer Compliance documents should be treated as supporting 
documents and retained for the same period as benefit documentation. 
Documents should be destroyed 14 months after benefit entitlement ends 
(subject to the claim being an exception case). See the DWP Benefits 
Document & Data Retention Guide.  

Post closure action for non Jobcentre Plus benefits 
5.  The following action should be taken once Customer Compliance activity 
has been completed: 

Post closure action for Pension, Disability and Carers Service only 
cases 

6.  For Pensions cases only do not file the documents locally. Send the 
Customer Compliance file to the Programme Protection Team at the 
appropriate Pension Centre via a single point of contact (SPOC) to store.  
More than one benefit is in payment 
7.  Additional action is required if there is more than one benefit in payment. 
Post closure action for Jobcentre Plus and Pension, Disability and 
Carers Service benefits in payment 

8.  If both a Jobcentre Plus benefit and DLA or CA  are in payment, take the 
following action: 
Step 
Action 

issue a copy of the MF47 statement to the PDCS Operational 
Intelligence Unit (OIU) (this is not required if an allegation of L/T 
&/or capital is received); and 

following all action file the original documents as per local filing 
arrangements. If your office does not retain Customer 
Compliance documents, send the Customer Compliance 
documents as Non Associated Post (NAP) to the relevant benefit 
parent file at Heywood DMC. 
Post closure action for Jobcentre Plus and all Pension, Disability and 
Carers Service benefits in payment 

9.  If Jobcentre Plus and Pension, Disability and Carers Service benefits are 
all in payment, take the following action: 
Step 
Action 

issue a copy of the MF47 statement to the PDCS OIU; 

on completion of all activity, update the closure sheet; and 

file the original documents as per local filing arrangements. If 
your office does not retain Customer Compliance documents, 
send the Customer Compliance documents as Non Associated 
Post (NAP) to the relevant benefit parent file at Heywood DMC. 
 

Document Outline