TCM0074060 - Claims: storage and retrieval: Retrieval and return of casepapers
Background
Requests can be made for
- claim forms and Annual Declarations that have been scanned through Rapid Data Capture (RDC)
- TC648’s and SEES Calculations that have been back scanned through RDC
- claim forms and Annual Declarations that have been manually-captured
- correspondence. This is mainly, although not exclusively, for Customer Service and Support Group (CSSG), Appeals, and Special Compliance Office (SCO).
Note: You must attempt to resolve any issues, without requesting the casepapers, where possible. Requests for RDC images and manually-captured claim forms or correspondence should only be made in exceptional circumstances.
Note: As approximately 95% of all paper claims submitted have been captured by RDC, this search should always be completed first.
Note: Work areas will be responsible for reallocating licences, via SRS, should their SPOC relocate to another area of the business. If you appoint a new SPOC, email the (This content has been withheld because of exemptions in the Freedom of Information Act 2000) inbox with details of their name and work task. This will allow the list to be updated.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
Check whether you are dealing with a paper image that has been captured by RDC or a manually captured document. For how to do this, use TCM1000293.
If you require a paper image of a claim form or Annual Declaration that has been captured by RDC from storage, go to Step 2.
If you require paper images of the TC648 and SEES Calculations that have been back scanned through RDC, go to Step 2.
If you require a manually-captured document from storage, go to Step 4.
If you want to return a manually-captured document to storage, go to Step 9.
Step 2
Note: you must copy in your line manager when you send your email request.
- (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Note: You can request copies of all claims belonging to the customer or a specific claim. If a specific claim is required, the ‘Date of Claim’ section must be completed on the request form.
Note: You can request copies of all TC648’s and SEES Calculations that have been back scanned through RDC, input ‘all additional pages back scanned after the claim form’ in the individual pages required box. - save the completed request to your Z:Drive, selecting the ‘Save As’ option and using the customer’s surname and initial as the filename
- state the number of image requests in the ‘Subject’ field of your email to help with the processing of your request
- send the email to your SPOC (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
To open any embedded files (such as the SPOC list);- open hyperlink
- select ‘edit document’
- select ‘edit in desktop app’
- double select on the file.
Note: An email reply will be received within 24 hours. This will tell you if the search for the requested item is successful or not. If successful, the paper image will be sent direct to you and should be received within 72 hours.
Note: If your work area does not currently have an allocated contact, you should email one of the other names on the list.
If the search is successful, go to Step 3.
If the search is unsuccessful, go to Step 7.
If you require correspondence relating to the claim that may be held at remote storage, go to Step 4.
Step 3
When the paper image of the claim form, Annual Declaration or Award Declaration has been received
- delete the RDC image request form from all of your email folders, including the ‘Deleted Items’ folder. The saved file stored on your Z:Drive should also be deleted
Note: This is to ensure that HM Revenue & Customs (HMRC) complies with the requirements of the Data Protection Act 2018 and the General Data Protection Regulation.
when you have finished with the paper image - place the paper image in confidential waste
- take no further action.
Step 4
Check if the document is still at your location or if it has been sent to the Document Management Team.
If the document is still at your location, take no further action.
If the document is not at your location
- complete the ‘Manually captured claims and correspondence request form’ (This content has been withheld because of exemptions in the Freedom of Information Act 2000) (using Internet Explorer). For how to do this, use TCM1000034
Note: The MANC1 document must be saved to your Z:drive in order for it to operate correctly.
Note: Allow 15 working days for the document to be recorded and retrieved from storage.
Note: If the details on the form are inaccurate and no document is found, check the claim details again and if appropriate complete a new Manually captured claims and correspondence request form. - go to Step 5.
Step 5
Note: you must copy in your line manager when you send your email request
If you work in one of the following areas and need to request a document that has been stored under a separate account
- Customer Service and Support Group (Adjudicator’s Teams)
- Claimant Compliance, Preston
- Valuables
- complete the ‘Form Type’ column by selecting the appropriate option
- select ‘Submit Request’ on the form. This will open a new email with the Manually captured claims and correspondence request form attached. Your request will be sent to the Document Management Team
Note: An email reply will be received within 24 hours that will tell you if the search for the manually captured document is successful or not. If successful, the document will be sent to you within 72 hours.
- go to Step 6.
If you do not work in one of the following areas or you do not need to request a document that has been stored under a separate account
- Customer Service and Support Group (Adjudicator’s Teams)
- Claimant Compliance, Preston
- Valuables
- select ‘Submit Request’ on the form. This will open a new email with the Manually captured claims and correspondence request form attached. Your request will be sent to the Document Management Team
Note: an email reply will be received within 24 hours that will tell you if the search for the manually captured document is successful or not. If successful, the document will be sent to you within 72 hours
- select ‘Submit Request’ on the form. This will open a new email with the Manually captured claims and correspondence request form attached. Your request will be sent to the Document Management Team
- go to Step 6.
Step 6
If the search is successful, go to Step 8.
If the search is unsuccessful, go to Step 7.
Step 7
Continue to liaise with the Document Management Team
- take no further action.
Step 8
When you have received the manually-captured document
- delete the Manually captured claims and correspondence request form from all your email folders, including the ‘Deleted Items’ folder
Note: This is to ensure that HMRC complies with the requirements of the Data Protection Act 2018 and the General Data Protection Regulation.
If you need to return the manually-captured document to storage, go to Step 9.
If you need to transfer the manually-captured document to another team, go to Step 10.
Step 9
When you have finished with the manually captured document
- send it to the Document Management Team. For how to do this, use TCM1000294
- take no further action.
Note: All documents must be returned in the same wallet as they were received. Do not split documents or replace documents into a new wallet.
Note: When a wallet contains more than one MS164 the one without the crossed out barcode must be at the front of the wallet. Return files as received.
Step 10
Transfer the manually captured document to the other team. For how to do this, use TCM1000295.