An Assessment investigator may draft a statement of complaint and, where applicable, identify key documents that can be requested from a BinJ while a complaint is awaiting allocation for further investigation. A request for these documents will be sent to the BinJ with the email notifying it the case has been forwarded to Investigation. A task will also be added to the case making it clear pre-allocation enquiries have been sent. The BinJ will be asked to respond within four weeks.
The purpose of this is to help investigators when a case is allocated by ensuring key documents are already on file. In turn this should help inform the initial phone call with the complainant and may reduce the number of BinJ enquiries that need to be made.
Investigation Team Coordinators will chase pre-allocation enquiries where no response is received after four weeks.