TCM0076040 - Claims - work lists (general): Incomplete Applications work list

Checklist

Note: From 27th January 2021, there are no new claims to tax credits

Before you follow this guidance make sure

• you have the correct user roles to follow this guidance
• you have access to the Access To DWP (ADD) System
• you have access to the Child Benefit Service
• you have access to the National Insurance and Pay As You Earn System (NPS)
• you have access to the Self Assessment 2000 (SA) System

Reasons not to follow this guidance

You do not need to follow this guidance if

• you are not working an Incomplete Application work list.

Background

If a claim that has been through the initial capture process has not been fully captured it will appear on the Incomplete Application work list.

This guidance is to explain how to deal with an entry on the Incomplete Application work list.

Universal Credit

To support the expansion of Universal Credit (UC), The Department for Work and Pensions (DWP) and The Department for Communities (DfC) in Northern Ireland, are undertaking a phased rollout approach using postcodes. By 31 December 2018 this rollout will be complete and new Tax Credit claims will no longer be accepted after this date. Instead, HMRC will signpost the customer(s) towards DWP or DfC to claim Universal Credit instead.

The only exception to this is if the customer (or in the case of a joint claim, one of the customers) is recognised as being of Pension Credit Qualifying Age (PCQA) or they have more than two children. Business rules will allow these exceptions to be identified and Tax Credit claims will be accepted on this basis. Full Gateway Closure will take place on 31 January 2019. After this date these exceptions will no longer be accepted.

Note: From 6 April 2017, an additional exception was introduced to allow any customer with more than 2 children to claim tax credits despite living in closed postcode areas.

Note: From 16 January 2019, an additional exception will be accepted where the customer is in receipt of the Severe Disability Premium (SDP) as part of their legacy benefit.

SDP is an extra amount of money that is included in Income Support (IS), income-based Jobseeker’s Allowance (JSA), income-related Employment and Support Allowance (ESA) and Housing benefit (HB), where a customer meets the entitlement conditions.

To be eligible for SDP, a customer must be in receipt of one of the following qualifying benefits:

• Personal Independence Payment (PIP) daily living component
• Armed Forces Independence Payment (AFIP)
• Disability Living Allowance (DLA) care component at the middle or highest rate
• Attendance Allowance, or Constant Attendance Allowance paid with Industrial Injuries Disablement Benefit

SDP is only payable where a customer lives alone or is treated as living alone. A customer cannot get the severe disability premium if someone is in receipt of Carer’s Allowance or the carer element of Universal Credit for looking after them.

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.

Note: If you need to contact the customer you must ask for all the missing information at the same time.

Note: From 6 April 2017, customers will only get the Family Element of Child Tax Credit where they are responsible for a child or children born before that date.

Note: The individual child element of Child Tax Credit will no longer be awarded for third and subsequent children or qualifying young persons in a household, born on or after 6 April 2017, unless it meets the exception criteria.

Note: If you are dealing with a claim where an exception marker has been applied to any of the children/young persons included in the claim or the customer is reporting a change relating to an exception contact the Exception Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000) . (This content has been withheld because of exemptions in the Freedom of Information Act 2000) For how to check if the exception marker has been applied, use TCM1000314.

Top of page

Step 1

If you are working a new work list item, go to Step 2.

If you are working returned correspondence, go to Step 67.

If you are working an expired set action date, go to Step 69.

Top of page

Step 2

You will need to check whether the postcode(s) provided by the customer, and their partner if applicable, is in the correct format. For how to do this, use TCM1000363.

Note: Where postcodes are formatted incorrectly, the system check to determine whether the postcode is open to tax credits may not have functioned correctly.

If POSTCODE summary failure is present, go to Step 3.

If POSTCODE summary failure is not present, go to Step 4.

Step 3

You will need to check available HMRC systems to obtain the correct postcode(s).

If you were able to obtain the correct postcode(s)

• update NTC with the correct postcode
• go to Step 4.

If you were unable to obtain the correct postcode(s)

• make a note on the TC648
• go to Step 4.

Step 4

Check Application Notes and Household Notes to determine if there is a message which may prevent you from working the claim. For how to do this, use TCM1000021 and TCM1000067.

If the claim is a ‘Fast Track’, go to Step 5.

If the claim is not a ‘Fast Track’, go to Step 6.

Step 5

‘Fast Track’ claims cannot be worked until a week from the date of the note.

If the date of the note is 7 days or older, go to Step 6.

If the date of the note is less than 7 days

• set an action date for the number of remaining days. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Step 6

Check for Compliance activity. Follow the guidance in TCM0134420.

If there is any Compliance activity, go to Step 7.

If there is no Compliance activity, go to Step 8.

Step 7

If the compliance note states ‘CLAIM REVIEWED BY OF RISK TEAM - NFA (PI Number), go to Step 8.

If there is any other Compliance note

• set an action date of 15 days. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Step 8

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

• go to Step 9.

Step 9

Check if the claim is a Complex case. Follow the guidance in TCM0284140

• go to Step 10.

Check if the claim is International using the following scenarios

• either applicant ticks live in other
• either applicant ticks work in other
• a foreign address is held on NTC for either applicant
• a foreign employment address is held on NTC for either applicant

If there are any of the above scenarios

• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the messages LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action

Step 10

Check if there is already a tax credits claim for the customer and their partner, if applicable. For how to do this, use TCM1000076.

If there is already a tax credits claim, go to Step 11.

If there is not already a tax credits claim, go to Step 20.

Step 11

Check the status of the existing claim and the Household Notes for the customer and their partner, if applicable. For how to do this, use TCM1000025 and TCM1000067.

Note: Where the latest existing claim is ‘Withdrawn’, follow this guidance checking the claim prior to the withdrawn claim.

If the existing claim has the compliance note ‘EMB COMPLIANCE-AP1 EMP REM-REF 12345, EMP NAME, HRS-ORGANISED ATTACK INC (Team name/initials)’. Follow the guidance in TCM0076180.

If the existing claim was ‘Compliance Terminated’ or ‘Rejected’ due to Compliance action and there are no notes (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

• set an action date of 15 days. For how to do this, use TCM1000008
• transfer the work item (This content has been withheld because of exemptions in the Freedom of Information Act 2000) For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update ‘Application Notes’ with ‘Previous case comp term / comp rej - trns to comp MU 298453’
• take no further action.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

If the status of the existing claim is ‘Finalised’, go to Step 16.

If the status of the existing claim is ‘Rejected’, go to Step 12.

If the status of the existing claim is ‘Award Issued’ or ‘Awaiting Award’, go to Step 13.

If more than one claim is partially captured, go to Step 14.

If there is an existing claim and none of the above status apply, go to Step 20.

Step 12

Establish the reason for the rejection of the claim. For how to do this, use TCM1000181.

If the claim has been rejected due to residency

• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the messages LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action

If the claim has not been rejected due to residency, go to Step 20.

Step 13

Check the reasons for the ‘Partially Captured’ claim through ‘Capture Current’

• make a note on a form TC648 of your findings
• go to Step 56.

Step 14

Compare the details on the two partially captured claims to check whether they are duplicates. For how to do this, use TCM1000012.

If it is a duplicate claim

• update Application Notes with the message LI31 from TCM0162060. For how to do this, use TCM1000028
• store the claim
• withdraw that claim. For how to do this, use TCM1000226
• continue to work the correct claim
• go back to Step 5.

If it is not a duplicate claim, go to Step 20.

Step 15

If there are no appointee details present or you have removed the appointee details

• contact the customer to confirm which partially captured claim they want us to consider. Follow the guidance in TCM0094080
• withdraw the incorrect claim. For how to do this, use TCM1000226
• continue working the correct claim
• go back to Step 5.

Note: Send TC664 to the customer to ask them which partially captured claim they want us to consider if you cannot contact them by phone.

Step 16

Check for a household end date on the Finalised Award Version. For how to do this, use TCM1000217.

Note: If there is more than one version select the latest.

If there is a household end date

• make a note on a form TC648 of the household end date
• go to Step 20.

If there is no household end date, go to Step 17.

Step 17

Check if the Appeals signal is set. For how to do this, use TCM1000117.

If there is an Appeals signal, go to Step 18.

If there is no Appeals signal, go to Step 19.

Step 18

Contact the Appeal Officer for further guidance using the contact details in Application Notes. For how to do this, use TCM1000021.

If the Appeal Officer states do not work the claim

• set an action date as per their instruction. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If the Appeal Officer states the claim can be worked, go to Step 19.

Step 19

Check if the ‘Date of Death’ signal is set. For how to do this, use TCM1000117.

If the ‘Date of Death’ signal displays

• complete form TC648 and send to Priority 1 Team
• transfer the work item to ‘DOD INDICATOR - IN MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If no ‘Date of Death’ signal displays, go to Step 20.

Step 20

Check if the customer has an appointee. For how to do this, use TCM1000129.

If there is an appointee present and the details are not the same as the customers

• check Access DWP Data (ADD) for details of the appointee. For how to do this, use TCM0132060

If there is an appointee present and the details are the same as those supplied by the customer

• go to Step 21.

If there is no appointee present on ADD or the details are not the same as those supplied by the customer

• write name, address, telephone number and NINO of both the customer and the appointee on an email with subject heading ‘Appointee Referral’ and send with a ‘Official’ marking to (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• set an action date of 7 days. For how to do this, use TCM1000008.
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI14 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If there is an appointee present and the details are the same as the customers

• remove the appointee details
• go to Step 21.

If there is not an appointee present, go to Step 21.

Step 21

If you were checking for appointee details because you have two partially captured claims, go back to Step 15.

If there is not an appointee present or you have removed the appointee and there is a previous claim, go to Step 22.

If there is not an appointee present or you have removed the appointee and there is not a previous claim, go to Step 24.

Step 22

Establish whether the effective date needs amending. Follow the guidance in TCM0022100 and TCM0022040.

Note: Claims made prior to 6 April 2012 may be backdated up to 93 days. Claims made on or after the 6 April 2012 may be backdated up to 31 days.

If the ‘Household End’ date on the previous claim is not within 93 days (if the claim was received before 6 April 2012) or 31 days (if the claim was received on or after 6 April 2012) or one does not exist

• leave the effective date as it is
• go to Step 24.

If the ‘Household End’ date on the previous claim is within 93 days (if the claim was received before 6 April 2012) or 31 days (if the claim was received on or after 6 April 2012)

• amend the effective date on the partially captured claim to the day after the household breakdown date. For how to do this use, TCM1000308
• go to Step 23.

Note: The ‘Received’ date of the claim must always be at least one day after the ‘Effective’ date of the claim. If the dates are not different this will cause an incorrect verification failure.

Step 23

If a ‘Work Start’ date ‘Summary Failure’ appears after the effective date has been changed

• highlight the failure displayed within the ‘Repair Summary’ box and then select ‘Repair’
• make a note of failure details on a form TC648
• send the form TC648 to the Change of Circumstances team
• remove the work start date failure from the screen
• go to Step 24.

If a ‘Work Start’ date ‘Summary Failure’ does not appear after the effective date has been changed, go to Step 24.

Step 24

Check Application Notes for a TG03 note. For how to do this, use TCM1000028.

If a TG03 note is present and indicates missing information

• make a note of the missing information on a form TC648
• go to Step 25.

If a TG03 note is not present or does not indicate missing information, go to Step 25.

Step 25

Check if the customer and their partner, if applicable have been matched. For how to do this, use TCM1000012.

If customer and their partner, if applicable have been matched, go to Step 27.

If customer and their partner, if applicable have not been matched and the claim has one of the following notes do not make any enquiries into the customers NINO

• QN10 - MAN CAP - STU Claim
• TCMZ IMC - STU Claim
• go to Step 26.

If the customer and their partner, if applicable have not been matched and none of the above notes are shown

• follow the guidance in TCM0078060
• return to this guidance
• go to Step 26.

Note: If a referral to STU is necessary return to this guidance as the claim must be allowed to fail as a HSV Rule 1.

Note: Make a note on a form TC648 of any enquiries needed then return to this guidance. If following your enquiries you cannot match the customer the claim must be allowed to fail as a HSV Rule 1.

Step 26

Check if the ‘UK National’ and ‘Normally Live’ boxes are completed for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If the ‘UK National’ and the ‘Normally Live’ country are completed, go to Step 27.

If the ‘UK National’ box and the ‘Normally Live’ country is not completed

• make a note on a form TC648
• go to Step 27.

If the ‘UK National’ box is not completed and the ‘Normally Live’ country is completed

• make a note on a form TC648
• go to Step 27.

If the ‘UK National’ box is completed and the ‘Normally Live’ country is not completed

• make a note on a form TC648
• go to Step 27.

Step 27

Check if there are any children present on the claim. For how to do this, use TCM1000012.

If there are no children on the claim, go to Step 32.

If there are children on the claim, go to Step 28.

Step 28

Check if there is a Child Benefit Claim

• access Child Benefit Service desktop icon
• enter the customers NINO in the upper navigation bar and select ‘search’

If there is a Child Benefit claim, go to Step 30.

If there is not a Child Benefit claim, go to Step 29.

Note: You must take this action for Applicant 2 if you cannot trace a Child Benefit claim for Applicant 1.

Step 29

If you have not found a Child Benefit claim

• make a note on a form TC648
• go to Step 32.

Note: There is no need to check whether the customer’s details are the same on the Tax Credits System as Child Benefit Service. More than one person can have responsibility for the same child and each person can make a claim for Child Benefit and tax credits. For example where two parents are no longer together but they share responsibility for the same child, they may have an agreement in place where one parent will claim Child Benefit and the other will claim tax credits.

Where we receive two (or more) tax credits claims for the same child, we will then look to see who has ‘main responsibility’ by dealing with HSV 5.

Step 30

Check whether the Child Benefit claim has an EC Regs marker.

Access Child Benefit Service desktop icon

• enter the customers NINO in the upper navigation bar and select ‘search’
• check the customers’ name and address in the top left hand corner of the screen to ensure you select the correct customer details
• select the adjustments button on the left hand side navigation bar
• check whether the EC Regs button is selected

If EC Regs button is not selected, go to Step 31.

If EC Regs button is selected

• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action

Step 31

Check if the child’s details are a match on Child Benefit Service.

Access Child Benefit Service desktop icon

• enter the customers NINO in the upper navigation bar and select “search”
• check the customer’s name and address in the top left corner of the screen to ensure you select the correct customer details
• check child details

If the child’s details are an exact match, go to Step 32.

If the child’s details do not match but can be amended

• amend the details
• go to Step 32.

Note: We can amend the child’s name without contacting the customer if it is obvious that the child on NTC is the same as the child on Child Benefit Service, see examples below. You must not change the child’s date of birth.

Examples of what child details can be changed

Child Benefit Service Sue Morgan

NTC Susan Morgan

change name from Susan to Sue to be an exact match to Child Benefit Service

Child Benefit Service Karl Weathers

NTC Carl Weathers

change name from Carl to Karl to be an exact match Child Benefit Service

If any of the child’s details do not match and cannot be amended

• make a note on a form TC648
• go to Step 32.

Step 32

Check if there are any work details present for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If no work details are present, go to Step 41.

If work details are present, go to Step 33.

Step 33

Check if the ‘Place of Work’ box is completed for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If the customer ticks they do not work in the UK and the country is outside the UK or the employers address is abroad, go to Step 35.

Note: These claims will fall as a Rule 12 Verification Failure.

If the customer states they work in the UK but the employment address is abroad and they do not have a NINO

• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If ‘UK’ is ticked and the customer has ticked to say they do currently do paid work but there are no employment details

• make a note on a form TC648
• go to Step 35.

If ‘UK’ is ticked and the customer has ticked to say they do not currently do paid work and the customer is on IS/JSA

• remove the tick from the ‘UK’ box
• go to Step 42.

If ‘UK’ is ticked and the customer is working, go to Step 35.

If employment address is in the UK and the place of work box is not ticked

• make a note on a form TC648
• go to Step 35.

If ‘Other’ is ticked, go to Step 34.

Step 34

Check if the ‘Country’ box is completed for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If the ‘Country’ box is completed, go to Step 35.

If the ‘Country’ box is not completed

• make a note on a form TC648
• go to Step 35.

If partial details are completed

• make a note on a form TC648
• go to Step 35.

Step 35

Check the ‘Number of paid jobs’ box is completed for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If self-employed and the number of paid jobs box is blank or shows zero

• insert ‘1’ in the number of paid jobs box
• go to Step 36.

If employed and the number of paid jobs box is blank or shows zero

• make a note on a form TC648
• go to Step 36.

If the ‘Number of paid jobs’ box is completed, go to Step 36.

Step 36

Check the number of hours worked for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If the hours worked is not completed and they are employed

• make a note on a form TC648
• go to Step 37.

If the hours worked is completed and they are employed, go to Step 37.

If the hours worked is not completed and they are self-employed only

• make a note on a form TC648
• go to Step 39.

If the hours worked is completed and they are self-employed only, go to Step 39.

Step 37

Check for employer name, address and reference number for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If an employer reference number has not been given and the employer’s name is HMRC

• transfer the work item to ‘SMU Preston 11 MU’. For how to do this, use TCM1000023.Use TCM0322460 for the correct MU number
• take no further action.

If an employer reference number is given

• populate the correct system details for the employer. Follow the guidance in TCM0068100
• go to Step 38.

If an employer reference number is not given

• make a note on a form TC648
• go to Step 38.

If an employer reference number is not valid and you are able to trace the correct reference number

• amend the reference number
• go to Step 38.

If an employer reference number is not valid and you are unable to trace the correct reference number

• delete the reference number
• go to Step 38.

Note: If this is the only missing information you do not need to contact the customer.

Step 38

If the customer is self-employed, go to Step 39.

If the customer is not self-employed, go to Step 43.

Step 39

If the customer has quoted a valid UTR number, go to Step 43.

Note: Check the UTR number in TBS.

If the start date is within 3 months of the received date of claim, go to Step 43.

If the customer has not quoted a UTR number and the start date is over 3 months from the received date of the claim

• trace the UTR number in TBS
• go to Step 40.

Step 40

If TBS shows a live UTR number, go to Step 43.

If TBS shows a dormant UTR number

• make a note on a form TC648
• go to Step 43.

If you cannot trace a UTR number

• make a note on a form TC648
• go to Step 43.

Note: You must contact the customer for their UTR number but if they cannot provide it and you have all other information process the claim as normal.

Step 41

Check for any amounts in the income boxes for the customer and their partner, if applicable. For how to do this, use TCM1000012.

Note: Income details include employed income; benefits in kind; self employed profits and other income.

If income amounts are present and ‘Estimate’ or ‘Actual’ is ticked, go to Step 47.

If income amounts are present and ‘Estimate’ or ‘Actual’ is not ticked

• default to ‘Estimate’
• go to Step 47.

If there is an amount in Social Security Benefits and ‘Estimate’ or ‘Actual’ is ticked

• make a note on a form TC648 to ask the customer for previous year (PY) income
• go to Step 47.

If no work details and no income amounts and the IS, Income-based JSA, Income-related ESA or PC box is not ticked

• make a note on a form TC648
• go to Step 47.

Note: Unless you are contacting the customer for anything else, if it is a two person claim and one of the customers is working or receiving benefits and their partner has not indicated they are working or receiving benefits you do not need to question why their partner does not have any source of income.

If no work details and no income amounts and the IS, Income-based JSA, Income-related ESA or PC box is ticked, go to Step 42.

Step 42

Check ADD to see if IS, Income-based JSA, Income-related ESA or PC are in payment. Follow the guidance in TCM0132060.

If ADD shows that they are not in receipt of IS, Income-based JSA, Income-related ESA or PC

• remove the tick from the box
• make a note on a form TC648 to ask the customer for PY income
• go to Step 47.

Note: Unless you are contacting the customer for anything else, if it is a two person claim and one of the customers is working or receiving benefits and their partner has not indicated they are working or receiving benefits you do not need to question why their partner does not have any source of income.

If ADD shows that they are only in receipt of Contributions Based JSA/ESA

• remove the tick from the box
• include Contribution Based JSA/ESA in Social Security Benefits
• make a note on a form TC648 to ask the customer for PY income
• go to Step 47.

If ADD shows that they are in receipt of IS, Income-based JSA or Income-related ESA, go to Step 47.

Step 43

Check earnings details box for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If the earnings details box is not completed

• make a note on a form TC648
• go to Step 44.

Note: If self-employed and/or employed work details are held there must be an amount or £0.00 in the relevant earnings box.

If the earnings details box is completed, including with £0.00, go to Step 44.

Step 44

If the customer or partner works 16 hours or more and IS, Income Based JSA, Income Related ESA or PC is not ticked, go to Step 46.

If the customer or partner works 16 hours or more and IS, Income Based JSA, Income Related ESA or PC is ticked,

• check ADD to see if the customer or partner is in receipt of the benefits. Follow the guidance in TCM0132060
• go to Step 45.

Step 45

If the customer is in receipt of Income Related ESA

• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If the customer or partner is only in receipt of Contributions Based JSA/ESA

• remove the tick from the box
• include Contribution Based JSA/ESA in Social Security Benefits
• go to Step 46.

If the customer or partner is not in receipt of the benefits

• remove the tick from the box
• go to Step 46.

Step 46

Check for a figure in the ‘Social Security Benefits’ box and the ‘Other Household income’ box for the customer and their partner, if applicable. For how to do this, use TCM1000012.

If there are no figures in the ‘Social Security Benefits’ or ‘Other Household Income’ boxes, go to Step 47.

If there is a figure in the ‘Social Security Benefits’ box and there is a tick in the actual or estimate box but no figure in the earnings box

• make a note on form TC648
• go to Step 47.

Note: Do not add or remove ticks from the ‘Social Security Benefits’ ‘Actual’ or ‘Estimate’ box.

If there is a figure in the ‘Other Household income’ box and the actual or estimate box has not been completed

• default to ‘Estimate’
• go to Step 47.

Step 47

Check NPS for the working customer’s PY income details.

Note: NPS will also show taxable social security benefits and you should include these as part of the PY income in the ‘Social Security Benefits’ box. For a list of social security income that is included for tax credits purposes, follow the guidance in TCM0120040.

If the income details provided by the customer are equal to or more than the figures you have obtained from NPS

• make a note on a form TC648 that you will continue to use the income details provided by the customer
• go to Step 49.

If the income details provided by the customer are lower than the figures you have obtained from NPS by less than £500

• make a note on a form TC648 that you will continue to use the income details provided by the customer
• go to Step 49.

If the income details provided by the customer are lower than the figures you have obtained from NPS by more than £500

• go to Step 48.

If you have not obtained any income details from NPS, go to Step 49.

Step 48

Phone the customer and ask them to explain the difference between the income details they have provided and the NPS income you have obtained. Follow the guidance in TCM0094080.

Note: This could be because the customer pays into a pension scheme, or they have deducted maternity, adoption or paternity pay. They may also have made gift aid contributions. This is not a complete list. Follow the guidance in TCM0322175 for a list of allowable deductions from income.

Note: You can check ADD (if you have access) to obtain the telephone number.

If the customer fails the security questions or state they have not made a claim or give suspicious answers

• terminate the call
• (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• set an action date of 14 days. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI22 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: You should make a second call at a different time of the day if you are unable to contact the customer on the first call.

If you cannot contact the customer by phone

• enter the PY income into the ‘Earnings’ / ‘Social Security Benefits’ box that you have obtained from NPS
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI56 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC1094

Note: You must address the letter to both customers if it is a joint claim.

Note: If the system advises the claim will be rejected, there is no need to issue a TC1094.

• go to Step 49.

If you can contact the customer and they can explain the difference

• make a note on form TC648 that you will continue to use the income details provided by the customer
• go to Step 49.

If you can contact the customer and they cannot explain the difference

• enter the PY income into the ‘Earnings’ / ‘Social Security Benefits’ box that you have obtained from NPS
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI56 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC1094

Note: You must address the letter to both customers if it is a joint claim.

Note: If the system advises the claim will be rejected, there is no need to issue a TC1094.

Step 49

Check if there are childcare details on the claim. For how to do this, use TCM1000012.

If there are no childcare details on the claim, go to Step 51.

If there are childcare details on the claim and they are complete, go to Step 51.

Note: You can accept the childcare details as complete if the childcare charges show £0.00 and the provider’s details are present.

If there are childcare details and they are not complete, go to Step 50.

Note: Use the following contact details to see if a child carer is registered or approved:

• for England -
• for Scotland -
• for Northern Ireland -
• for Wales -

Step 50

Check if the customer is eligible for childcare costs. For how to do this, use TCM1000379.

Note: Where the notes box shows error code 6738 on a joint claim you will need to check which customer is incapacitated/in hospital/in prison/entitled to Carer’s Allowance.

If the customer is not eligible for childcare costs

• remove the childcare details
• go to Step 51.

If the customer is eligible for childcare costs and the charges show as £0.00 but the provider’s details are not present

• remove the childcare details
• go to Step 51.

If the customer is eligible for childcare costs and the charges show an amount but the provider’s details are not complete

• make a note on a form TC648
• go to Step 51.

Step 51

Check if the recipient box for CTC has been completed, if applicable. For how to do this, use TCM1000012.

If the CTC recipient box has been completed, go to Step 52.

If the CTC recipient box has not been completed and it is a single claim

• default ‘Recipient’ box to Applicant 1
• go to Step 52.

If the CTC recipient box has not been completed and it is a joint claim and we only have one bank account

• default ‘Recipient’ box to the customer with the bank details
• go to Step 52.

If the CTC recipient box has not been completed and it is a joint claim and we have different bank accounts for each customer

• make a note on a form TC648
• go to Step 52.

Step 52

Check if the recipient box for WTC has been completed, if applicable. For how to do this, use TCM1000012.

If the WTC recipient box has not been completed and it is a single claim

• default ‘Recipient’ box to Applicant 1
• go to Step 53.

If the WTC recipient box has not been completed and it is a joint claim and only one customer is working

• default ‘Recipient’ box to the customer who is working
• go to Step 53.

If the WTC recipient box has not been completed and it is a joint claim and both customers work and we only have one bank account

• default ‘Recipient’ box to the person whose bank details have been provided
• go to Step 53.

If the WTC recipient box has not been completed and it is a joint claim and both customers work and we have different bank accounts for each customer

• make a note on a form TC648
• go to Step 53.

If the WTC recipient box has been completed and it is a joint claim and only one customer is working

• change the ‘Recipient’ box to the customer who is working if it is not already selected
• go to Step 53.

Step 53

Check if the ‘Frequency of Payment’ box is completed. For how to do this, use TCM1000012.

If the ‘Frequency of Payment’ box is completed, go to Step 56.

If the ‘Frequency of Payment’ box is not completed

• default to 4 weekly
• go to Step 54.

Step 54

Check all bank details are complete for the customer and their partner, if applicable. For how to do this, use TCM1000012.

Note: For further information on finding missing bank/building society details follow TCM0314000. For information on how to populate the address, follow TCM1000061.

If all the bank details are complete, go to Step 55.

If only one persons bank account details are completed in a joint claim

• enter the same bank details for both customers
• go to Step 55.

Note: You do not need to contact the customer about this and the account does not have to be in joint names. It does not matter who has ticked to receive CTC and/or WTC.

If there are no bank account details or you have been unable to find all the missing details

• check if the customer currently has Child Benefit paid into a bank account. For how to do this, use TCM1000230
• if the customer is not in receipt of Child Benefit, check if the customer currently has Income Support, Job Seekers Allowance or Employment and Support Allowance paid into a bank account. For how to do this, use TCM1000014
• make a note on a form TC648
• go to Step 55.

Step 55

If all details on the claim are complete and you do not need to contact the customer, go to Step 80.

If all the details on the claim are not complete and the only missing information is bank details, go to Step 64.

If all the details on the claim are not complete and you need to contact the customer, go to Step 56.

Step 56

Phone the customer and ask them for the missing information. Follow the guidance in TCM0094080.

Note: You must make a record of this call on TC648 and document any information the customer provides.

Note: You can check ADD (if you have access) to obtain the telephone number.

Note: You will need to ask for all information relating to the missing information indicated by the TG03 Application Note.

If you are able to contact the customer and they fail the security questions or state they have not made a claim or give suspicious answers

• terminate the call
• (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• set an action date of 14 days. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI22 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: You should make a second call at a different time of the day if you are unable to contact the customer on the first call.

If you are able to contact the customer by phone and the only information missing is the bank account details, go to Step 60.

If you are able to contact the customer to clarify the reason for their ‘Partially Captured Claim’ and they pass the security questions, go to Step 61.

Note: If the partially captured claim is a joint claim and the contact is regarding a previous single or joint claim with a different partner only speak to the customer whose household may have broken down, do not contact the new partner.

If you are able to contact the customer for any further missing information and they pass security questions, go to Step 60.

If you are unable to contact the customer and the only missing information is missing bank details, go to Step 65.

If you are unable to contact the customer by phone and the only information missing is PY income, go to Step 66.

If you are unable to contact the customer by phone and you have other information missing including or not including bank account details or PY income, go to Step 57.

Step 57

If you have enough information to process the claim, go to Step 58.

If you need more information to process the claim

• send TC664 to the customer to obtain all missing information
• set an action date of 30 days. For how to do this, use TCM1000008
• transfer the work item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI07 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: The TC664 should be addressed to the person necessary to answer the query.

Step 58

Ask the customer why they have sent in the partially captured claim.

If the claim has been sent in by mistake to report change of circumstances

• complete a TC648 with details of change and send to the Change of Circumstances team following the data security guidance
• request permission from customer to withdraw ‘Partially Captured’ claim
• withdraw the claim. For how to do this, use TCM1000226
• take no further action.

If the claim has been sent in to report a household breakdown

• make a note on form TC648 of the date
• check which tax year the household breakdown date is in
• go to Step 59.

Note: Household breakdown can involve: single to joint claims; joint to single claims or joint to joint claims with different partners.

Step 59

If the Household Breakdown is within the previous tax year

• continue to process the claim
• go back to Step 22.

Note: You must allow the claim to fail as HSV Rule 3.

If the Household Breakdown is within the current tax year

• enter the household end date in the ‘Award Issued’ claim. For how to do this, use TCM1000222
• go back to Step 22.

Step 60

Use the notes you have made on form TC648 to ask all relevant questions.

Note: If you are asking about where they ‘Normally live’ make a note on a form TC648 if the nationality fits the A2 criteria.

If the customer can provide all the missing information

• enter the information onto the system
• update ‘Application Notes’ with LI01 from TCM0162060 to show the outcome of the call. For how to do this, use TCM1000028
• go to Step 80.

Note: If the customer wants to use their CY income, tell them that we must use their PY income but will take their CY income and amend their claim once it has been awarded. You must complete the Free Format screen in Function AMEND APPLICATION with the CY income details provided by the customer.

If the customer cannot provide all the missing information and bank details are held

• enter the information onto the system that has been given
• update Application Notes with the message LI01 from TCM0162060 to show the outcome of the call. For how to do this, use TCM1000028
• go back to Step 57.

If the customer cannot provide the missing information and the only missing information is bank details

• you must explain to the customer that their tax credit payments must be paid into a bank, building society or Post Office card account
• as they have not provided bank details, it would be best to provide them now
• if they cannot, they should call 0345 300 3900 who will take these details from them and if they need advice about bank accounts they can refer them to a team who will be able to help with the different options of accounts available to them
• go to Step 62.

If the customer cannot provide all the missing information and bank details are not held

• enter the information onto the system that has been given
• you must explain to the customer that their tax credits payments must be paid into a bank, building society or Post Office card account
• as they have not provided bank details, it would be best to provide them now
• if they cannot, they should call 0345 300 3900 who will take these details from them and if they need advice about bank accounts they can refer them to a team who will be able to help with the different options of accounts available to them
• go back to Step 57.

Step 61

If the customer currently has their Child Benefit paid into a bank account

• enter the bank details onto the system
• issue SEES letter TC2037 to inform the customer that bank details have been used from a departmental system
• update Application notes with message LI60 from TCM0162060. For how to do this, use TCM1000028
• go to Step 77.

If the customer currently has their Income Support, Job Seekers Allowance or Employment and Support allowance paid into a bank account

• enter the bank details onto the system
• issue SEES letter TC2037 to inform the customer that bank details have been used from a departmental system
• update Application notes with message LI60 from TCM0162060. For how to do this, use TCM1000028
• go to Step 77.

If the customer has not provided bank details and you have been unable to trace bank account details, go back to Step 56.

Step 62

Issue SEES letter TC2037 to the customer to obtain bank details

• set an action date of 30 days. For how to do this, use TCM1000008
• transfer the work list item to the ‘BF MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with message LI61 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: The TC2037 should be addressed to the person necessary to answer the query

Step 63

Check NPS and SA for the working customers missing PY income.

Note: NPS will also show taxable social security benefits and you should include these as part of the PY income in the ‘Social Security Benefits’ box. For a list of social security income that is included for tax credits purposes, follow the guidance in TCM0120040.

If you have obtained all the missing PY income

• enter the PY income into the ‘Earnings’ / ‘Self Employed’ / ‘Social Security Benefits’ box
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI56 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC725
• go to Step 77.

Note: You must address the letter to both customers if it is a joint claim.

If you have not obtained all the missing PY income, go to Step 64.

Step 64

Check ADD for the working customers who are missing their PY income to check if they were in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY. Follow the guidance in TCM0132060.

If it is a single claim and the customer was in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY

• enter the figure £0.00 into the ‘Earnings’ / ‘Self Employed’ box
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI57 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC725
• go to Step 77.

If it is a single claim and the customer was not in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY, go back to Step 57.

If it is a joint claim and both customers work, go to Step 65.

If it is a joint claim and only one customer works, go to Step 66.

Step 65

If both customers were in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY

• enter the figure £0.00 into the ‘Earnings’ / ‘Self Employed’ box
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI57 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC725
• go to Step 77.

If one customer was in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY and their partner has supplied their PY income

• enter figure £0.00 in the ‘Earnings’ / ‘Self Employed’ box
• select the ‘Actual’ checkbox
• go to Step 77.

If one customer was in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY and we have obtained their partner’s income from NPS/SA

• enter the PY income from NPS/SA in the ‘Earnings’ / ‘Self Employed’ / ‘Social Security Benefits’ box
• enter the figure £0.00 in the ‘Earnings’ / ‘Self Employed’ box
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI56 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC1094
• go to Step 77.

Note: You must address the letter to both customers in a joint claim.

If one customer was in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY and we do not have their partner’s PY income, go back to Step 56.

If both the customer and their partner were not in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY, go back to Step 57.

Note: You will need to ask for the missing PY income.

Step 66

If the working customer was in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY

• enter the figure £0.00 in the ‘Earnings’ / ‘Self Employed’ box
• select the ‘Actual’ checkbox
• update ‘Application Notes’ with the message LI57 from TCM0162060. For how to do this use, TCM1000028
• issue letter TC725
• go to Step 77.

Note: You must address the letter to both customers in a joint claim.

If the working customer was not in receipt of IS, Income Based JSA, Income Related ESA or PC for the whole of PY, go back to Step 57.

Note: You will need to ask for the missing PY income.

Step 67

Check the status of the claim. For how to do this, use TCM1000025.

If the claim is ‘Partially Captured’ or ‘Awaiting Award’, go to Step 68.

If the claim is ‘Award Issued’, go to Step 79.

If the claim is ‘Withdrawn’, go to Step 81.

If the claim is ‘Rejected’, go to Step 82.

Step 68

Check if all the information requested has been received and check for any notes which may prevent you from working the claim. For how to do this, use TCM1000021.

Note: The customer must be given 30 days to provide all the information. If they have partially replied within 30 days you should contact the customer again for the missing information and BF the claim for the remaining period, unless you have enough information to process the claim.

If the information requested has been received and the claim is at ‘Awaiting Award’

• update the claim with any missing information received, if applicable. Follow the relevant step in this guidance
• update Application Notes with the message LI15 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: You must access the claim through ‘Verification Failures’.

If you have received enough information to process the claim and the claim is ‘Partially Captured’

• update the claim with any missing information received. Follow the relevant step in this guidance
• go to Step 80.

Note: If following your enquires you cannot match the customer the claim must be allowed to fail as a HSV Rule 1.

If all information requested has not been received and the claim is ‘Awaiting Award’

• update the claim with the information received, if applicable. Follow the relevant step in this guidance
• update Application Notes with the message LI15 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: You must access the claim through ‘Verification Failures’.

If you have not received enough information to process the claim and the claim is ‘Partially Captured’

• update the claim with the information received. Follow the relevant step in this guidance
• go to Step 76.

Step 69

If the action date was set because the claim was ‘Fast Track’ and the BF has expired

• continue to work the claim
• go back to Step 6.

If the action date was set because a compliance examination had been opened

• check notes to see if the claim can now be worked. For how to do this, use TCM1000021
• go to Step 70.

If the action date was set because of a referral for appointee action

• check for a note from the Appointee team. For how to do this, use TCM1000021
• go to Step 72.

If the action date was set because the Appeals Officer stated do not work the claim

• contact the Appeals Officer again for further guidance
• go to Step 73.

If the action date was set as a TC664 was issued, go to Step 74.

If the action date was set as a TC2037 was issued for bank details, go to Step 74.

Step 70

If the claim can now be worked, go back to Step 8.

If the claim cannot be worked

• contact the Compliance Officer for further guidance
• go to Step 71.

Step 71

If the Compliance Officer states do not work the claim

• set a further action date as per their instruction. For how to do this, use TCM1000008
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If the Compliance Officer states you can work the claim, go back to Step 8.

Step 72

If the appointee team no longer require the claim

• continue to work the claim
• go back to Step 21.

If the appointee team still require the claim

• set a further action date for 7 days. For how to do this, use TCM1000008
• update Application Notes with the message LI14 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Step 73

If the Appeals Officer states do not work the claim

• set a further action date as per their instruction. For how to do this, use TCM1000008
• update Application Notes with the message LI23 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

If the Appeals Officer states you can work the claim, go back to Step 19.

Step 74

Re-check the claim and view ‘Application Notes’ to see if the customer has provided information to the Contact Centre. For how to do this, use TCM1000021.

Check to see if bank details are now held. For how to do this, use TCM1000230 and TCM1000014.

If further information is shown in ‘Application Notes’

• update the claim with the information received. Follow the relevant step in this guidance
• go to Step 75.

If bank details are now available on Child Benefit Service or CES, go back to Step 61.

If no further information is show in ‘Application Notes’, go to Step 75.

Step 75

If you have enough information to process the claim, go to Step 77.

If you do not have enough information to process the claim, go to Step 76.

Step 76

Note: The customer must be given 30 days to provide all the information. You should only follow this step after the 30 days has expired.

If work details are held but income details are missing and the IS, Income-based JSA or Income-related ESA box is not ticked

• enter Estimated Earnings of £99999
• update Application Notes with the message LI58 or LI59 from TCM0162060. For how to this, use TCM1000028
• go to Step 80.

If no work details are held but income details are missing and the IS, Income-based JSA or Income-related ESA box is not ticked

• enter Other Household Income of £99999
• update Application Notes with the message LI58 or LI59 from TCM0162060. For how to this, use TCM1000028
• go to Step 77.

If there is an amount in the Childcare screen but some provider details are missing

• delete all the details in the Childcare screen
• update Application Notes with the message LI58 from TCM0162060. For how to this, use TCM1000028
• go to Step 77.

If the customer has not replied to the enquires about Childcare charges

• do not delete providers details
• enter charges as £0.00
• go to Step 77.

If none of the above apply, go to Step 77.

Step 77

Check if the ‘Repair Summary’ screen is empty. For how to do this, use TCM1000012.

If the ‘Repair Summary’ screen is empty and all the information is complete, go to Step 78.

If the ‘Repair Summary’ screen is not empty and the only missing information is bank details, go to Step 81.

If the ‘Repair Summary’ screen is not empty and the BF has expired

• update Application Notes with the message LI25 from TCM0162060. For how to do this, use TCM1000028
• process the claim to reject it
• take no further action.

If the ‘Repair Summary’ screen is empty and the BF has expired, go to Step 78.

Step 78

If you have any information that indicates the claim should be treated as a Complex, EU or A2 claim

• select ‘Store’
• transfer the work item to ‘International Claims In MU’. For how to do this, use TCM1000023. Use TCM0322460 for the correct MU number
• select the ‘Retained’ checkbox
• update Application Notes with the message LI21 from TCM0162060. For how to do this, use TCM1000028
• take no further action.

Note: The claim must be sent to International Claims even if it will be a nil award.

Note: For information on A2 countries, follow TCM0320040 and for information on EU countries, follow TCM0320120.

Note: Bulgaria and Romania are commonly referred to as the A2 member states. Until 31 December 2013, unless exempt from registration, nationals from these member states are required to register their employment in the UK with the Home Office Worker Authorisation Scheme (WAS). This scheme comes to an end on 31 December 2013. From 1 January 2014 nationals from A2 member states working in the UK are no longer required to register their employment with the Home Office. From 1 January 2014 customers arriving from these member states are treated in the same way as nationals from any EU member.

If the claim is not a Complex, EU or A2 claim and the only missing information is bank details

• update Application Notes with the message LI62 from TCM0162060. For how to do this, use TCM1000028
• delete the zeros from the payment screen
• set the payment frequency to four weekly
• process the claim
• take no further action.

Note: where you see the message ‘The information captured is for a closed postcode. Application will be rejected unless overridden’ it means the claim will be rejected as the customer(s) are not of Pension Credit Qualifying Age or claiming for more than two children.

• take no further action.

If the claim is not a Complex, EU or A2 claim and you had other information missing

• update Application Notes with the message LI01, LI15, LI25, LI58 or LI59 from TCM0162060. For how to do this, use TCM1000028
• process the claim
• take no further action.

Note: where you see the message ‘The information captured is for a closed postcode. Application will be rejected unless overridden’ it means the claim will be rejected as the customer(s) are not of Pension Credit Qualifying Age or claiming for more than two children.

Step 79

Compare the correspondence received against the details held on tax credits system. For how to do this, use TCM1000012.

If the correspondence relates to a complaint or an appeal

• send the correspondence to the relevant team to action
• take no further action.

If the details on the correspondence and the tax credits system do not differ

• send the correspondence to storage. Follow the guidance in TCM0074140
• take no further action.

If the details on the correspondence and the tax credits system do differ

• check ‘Household Notes’ to check if any area is currently working the claim. For how to do this, use TCM1000067
• go to Step 80.

Step 80

If another area is currently working the claim, contact them to establish what action to take.

If no other area is working the claim or you have been told to continue with your action

• complete a TC648 with details of change and send to the Change of Circumstances team following the data security guidance
• update ‘Household Notes’. For how to do this, use TCM1000001
• take no further action.

Step 81

If the correspondence relates to a complaint or an appeal

• send the correspondence to the relevant team to action
• take no further action.

If the correspondence does not relate to a complaint or appeal

• send it to storage. Follow the guidance in TCM0074140
• take no further action.

Note: Do not complete ‘Application Notes’ as this will resurrect the claim.

Step 82

If the correspondence relates to a complaint or an appeal

• send the correspondence to the relevant team to action
• take no further action.

If the correspondence does not relate to a complaint or appeal

• investigate the reasons for the Rejected claim. For how to do this, use TCM1000181
• check the date the correspondence was received in the TCO
• check ‘Summary Notes’ for any BF action dates
• go to Step 83.

Step 83

If the correspondence was received before the BF action date expired or if it was rejected incorrectly

• resurrect the claim. Follow the guidance in TCM0070140
• work the case as normal following this guidance.

If the claim was rejected correctly

• send the correspondence to storage. Follow the guidance in TCM0074140
• take no further action.

Note: Do not complete ‘Application Notes’ as this will resurrect the claim.