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What to do if…
you receive an official notice that your benefits may be stopped due to an investigation

Short answer

Pause and protect your timeline: read the notice for the exact deadline and respond in writing immediately, even if you don’t yet have all the evidence. If it’s a decision letter, start the challenge process right away.

Do not do these things

  • Don’t ignore the letter because it feels accusatory or confusing — missing a deadline can make things much harder.
  • Don’t guess or “fill in gaps” to make the story sound better. If you don’t know, say you don’t know.
  • Don’t hand over original documents unless you’re told originals are required and you can get a receipt; use copies where possible.
  • Don’t rely on a phone call alone. If you call, follow up with a written message/letter summarising what was agreed.
  • Don’t post details on social media or ask strangers to “check your story” — it can backfire and adds stress.

What to do now

  1. Make the letter usable in 10 minutes

    • Write on a sheet (or phone note): the date on the letter, the deadline, what benefit, and what they say may happen (stop/suspend/reduce).
    • Keep the envelope if you have it. Take clear photos/scans of every page.

  2. Work out what type of notice this is (this changes your next move)

    • If it says a decision has been made (stopping/reducing/suspending), treat it as a decision letter.
    • If it says they need information or you’re invited to a compliance interview, treat it as an information request/investigation step.
    • If it says “interview under caution” (or similar), treat it as more serious: get advice urgently before attending, and plan not to go alone.

  3. Respond in writing today: a short, safe “holding response”

    • Use your Universal Credit journal (if on UC) or send a letter/email (if not) saying:
      • you’ve received the notice,
      • you want to cooperate,
      • you’re asking for the reasons they say your benefit may stop and exactly what information/evidence they need from you,
      • you will provide documents by a stated date (soon), or you’re requesting a short extension if needed.
    • This reduces the risk of “non-response” being used against you.

  4. If it’s a decision letter: start a Mandatory Reconsideration immediately

    • Ask for a Mandatory Reconsideration (MR) as soon as you can — it’s usually expected within 1 month of the decision date (you can still ask later in some situations, but it’s harder).
    • If you’re near the deadline, send a short MR first (“I disagree and request MR; I will send evidence”), then add detail/evidence afterwards.
    • In your MR request: list what you disagree with, what you believe is correct, and what proof you will send.

  5. If they want an interview or meeting: make it safer

    • Ask (in writing) what the interview is about and what documents they want.
    • If you can, take someone with you (supporter/advocate). If you need an accessible format, interpreter, or a different time, request it promptly.
    • If you don’t understand a question, it’s OK to say you need it rephrased or you need to check records before answering.

  6. Gather only the most relevant proof (don’t overwhelm yourself)

    • Focus on anything that directly answers the issue raised (common examples: identity/residency, household composition, rent/tenancy, earnings/self-employment records, childcare, health/caring responsibilities).
    • Send copies, keep a list of what you sent and when.

  7. Get benefits specialist help fast (this is worth doing early)

    • Contact Citizens Advice or a local welfare rights service and tell them the deadline and that an investigation is mentioned.
    • If the letter refers to suspected fraud (for example an interview under caution), ask Citizens Advice about getting appropriate legal support.

What can wait

  • You do not need to write a perfect, detailed explanation today — you need to protect the deadline and put everything in writing.
  • You do not need to decide today whether to make a complaint about how you were treated (that can come later).
  • You do not need to “prove everything at once” — focus on the specific point they’re investigating.

Important reassurance

It’s normal to feel accused or panicky when an official letter mentions an investigation. Many of these cases come down to missing information, misunderstandings, or administrative checks. The safest first move is to stay inside the process, meet deadlines, and keep everything in writing.

Scope note

These are first steps to stabilise the situation, prevent avoidable loss of income, and buy time. If the notice suggests alleged fraud, a large overpayment, or you feel out of your depth, a welfare rights adviser can help you choose what to say and how to respond.

Important note

This is general information, not legal advice. Benefits rules and deadlines depend on the benefit type and the exact wording of the notice. If you’re not sure what the letter means, act as if the earliest deadline applies and get independent advice quickly.

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