5 Make a follow-up request for the records. Ask the records custodian to respond within 15 days. Attempt to make the follow-up request by telephone. Important: If telephone contact be made, mail the follow-up request cannot to the records custodian. 6 Notify the claimant that VA has not yet received the records requested from the records custodian. Inform the claimant of the follow-up action VA took. Ask the claimant to provide the relevant Federal records in his/her possession. 7 Was telephone contact made with the records custodian in Step 5? If yes, document the successful contact with the custodian on a VA and Form 27-0820, Report of General Information, proceed to the next step. If no, document the action taken in a VBMS or MAP-D note, and proceed to Step 9. 8 Did the records custodian indicate the requested records had already been shipped or would soon be shipped to VA? If proceed to the next step. yes, If return to Step 4. no, 9 Did VA receive records from the records custodian within 15 days of making the follow-up request? If return to Step 3. yes, If proceed to the next step. no,
5 Make a follow-up request for the records. Ask the records custodian to respond within 15 days. Important: Attempt to make the follow-up request by telephone. If telephone contact cannot be made, mail the follow-up request to the records custodian. 6 Notify the claimant that VA has not yet received the records requested from the records custodian. Inform the claimant of the follow-up action VA took. Ask the claimant to provide the relevant Federal records in his/her possession. 7 Was telephone contact made with the records custodian in Step 5? If yes, document the successful contact with the custodian on a VA Form 27-0820, Report of General Information, and proceed to the next step. If no, document the action taken in a VBMS or MAP-D note, and proceed to Step 9. 8 Did the records custodian indicate the requested records had already been shipped or would soon be shipped to VA? If yes, proceed to the next step. If no, return to Step 4. 9 Did VA receive records from the records custodian within 15 days of making the follow-up request? If yes, return to Step 3. If no, proceed to the next step.