TCM0078480 - Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 6 - Bank account / Sort code invalid (AG)
To deal with the situation where the customer’s bank account details are invalid, consider steps 1 to 28.
Step 1
Use Function MAINTAIN WORKLIST
- select the Verification Failures work list from the drop down list for the Worklist Type field
- select the office or unit you want from the drop down list for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the work list.
Step 2
In Function MAINTAIN WORKLIST
- select the entry in the work list you want to work
- select [Details]. You will be taken to the Worklist Entry Details screen where more details of the selected work item will be displayed.
Step 3
Return to the Maintain Worklist screen
- select ‘File’ on the toolbar menu
- select ‘Next Function’ from the options available. You will be taken to the Select Next Function screen.
Step 4
On the Select Next Function screen
- select Function MANAGE VERIFICATION FAILURES from the options available. You will be taken to this function.
Step 5
In Function MANAGE VERIFICATION FAILURES, check the details of the failed claim. To do this
- select ‘Navigate’ on the toolbar menu
- select ‘View Application’ from the options available. You will be taken to Function VIEW APPLICATION.
Step 6
In Function VIEW APPLICATION, note the incorrect bank account details provided on the Payment screen. To do this
- select ‘Navigation’ on the toolbar menu
- select ‘Payment’ from the options available. You will be taken to the Payment screen
then
- go to Step 7.
Step 7
Check for Compliance activity. Follow the guidance in TCM0134420.
- If there is no Compliance activity or Compliance don’t require the claim, follow the guidance in TCM0134480.
- If you have referred the claim to the Claimant Compliance Risk Team (CCRT), go to Step 13.
- If you haven’t referred the claim to CCRT, go to Step 8.
Step 8
Use Function VIEW APPLICATION and go to the Additional Information screen to check if a contact phone number is available for the customer. To do this
- select ‘Navigation’ on the toolbar menu
- select, where applicable, ‘Applicant 1 Additional Information’ or ‘Applicant 2 Additional Information’ from the options available. You will be taken to the Additional Information screen
Step 9
Phone the customer.
- If there isn’t a reply, go to Step 11.
- If the customer replies
- ask them to check that the bank account details provided are correct and, if they are, ask them to confirm the details with their bank or building society. If the details are correct and the customer needs to check with their bank or building society, arrange a convenient time to call them back.
- Inform them that as they are eligible for tax credits they must supply full bank account details
then
- for pre-award claims, use Function CAPTURE APPLICATION to record the information received from the customer in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the information received from the customer
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 10.
Step 10
If the customer
- provides amended bank account details, go to Step 21.
- confirms that the bank account details are correct, go to Step 23.
Step 11
Send form TC652 (choosing option 1) to the customer to
- ask them to check that the bank account details provided are correct and, if they are, to ask them to confirm the details with their bank or building society
then
- for pre-award claims, use Function CAPTURE APPLICATION to record the issue of form TC652 and the date it was issued in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the issue of form TC652 and the date it was issued
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 12.
Step 12
Use Function MAINTAIN WORKLIST to set an action date for 14 days in the future. Make sure that you select the Retained checkbox after entering the action date.
- If the information is supplied and the customer
- If the information isn’t supplied by the action date, go to Step 14.
Step 13
If you have referred the claim to CCRT
- use Function MAINTAIN WORKLIST to set an action date for 14 days in the future in the ‘Verification Failures’ Work List, making sure that the Retained checkbox is selected
then
- move onto the next work list entry as appropriate.
Step 14
Use Function MAINTAIN WORKLIST
- select the Verification Failures work list from the drop down list for the Worklist Type field
- select the office or unit you want from the drop down list for the Management Unit field, if the one you want isn’t already displayed in this field. The screen will be redisplayed with the entries currently on the work list
- filter the selected work list so that only those with an action date of today or earlier are listed
- go to Step 15.
Step 15
For each entry on the filtered list, check the notes on the computer to check if a reminder has been issued.
Step 16
User Function VIEW APPLICATION and go to the Additional Information screen to check if a contact phone number is available for the customer. To do this
- select ‘Navigation’ on the toolbar menu
- select, where applicable, ‘Applicant 1 Additional Information’ or ‘Applicant 2 Additional Information’ from the options available. You will be taken to the Additional Information screen
Step 17
Phone the customer.
- If there isn’t a reply, go to Step 19.
- If the customer replies
- ask them to check that the bank account details provided are correct and, if they are, ask them to confirm the details with their bank or building society. If the details are correct and the customer needs to check with their bank or building society, arrange a convenient time to call them back
- tell them that as they are eligible for tax credits they must supply full bank account details
then
- for pre-award claims, use Function CAPTURE APPLICATION to record the information received from the customer in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the information received from the customer
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 18.
Step 18
If
- the customer provides amended bank account details, go to Step 21.
- the customer confirms that the bank account details are correct, go to Step 23.
- there is no reply, go to Step 19.
Step 19
Send a manual reminder form TC609 (choosing option 2) to the customer and then
- for pre-award claims, use Function CAPTURE APPLICATION to record the information received from the customer in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the information received from the customer
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 20.
Step 20
Use Function MAINTAIN WORKLIST to amend the action date to 14 days after the date the reminder is issued. Make sure that you select the Retained checkbox after entering the action date.
- If the information is supplied and the customer
- If the information isn’t supplied by the action date, go to Step 28.
Step 21
Use Function MANAGE VERIFICATION FAILURES
- select ‘Navigate’ from the toolbar menu
- select ‘Amend Application Correction’ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre-award or Function AMEND APPLICATION if the claim is post award
then
- go to Step 22.
Step 22
Use Function CAPTURE APPLICATION or Function AMEND APPLICATION to amend the customer’s bank account details. Follow the relevant Changes guidance
then
- select [OK]. The Amend Finish screen will display
- complete the Amend Finish screen and then select [OK]. You will be taken back to the Manage Verification Failures screen
- take no further action.
Step 23
Complete form TC687 with the following information
- customer’s full name
- customer’s NINO
- details of your contact with the customer
- reason for referring the verification failure to the Bank Liaison Team
- name of the bank or building society
- customer’s bank account number and sort code number
then
- go to Step 24.
Step 24
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.
Send the completed form to the Bank Liaison Team and then
- for pre-award claims, use Function CAPTURE APPLICATION to record that the case has been referred to the Bank Liaison Team in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record that the case has been referred to the Bank Liaison Team
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 25.
Step 25
Use Function MAINTAIN WORKLIST to set an action date for five days in the future. Make sure that you select the Retained checkbox after entering the action date.
- If the Bank Liaison Team doesn’t return form TC687 to you by the action date, go to Step 26.
- If the Bank Liaison Team does return form TC687 to you by the action date, go to Step 27.
Step 26
Complete another form TC687 with the information at Step 23 and send it to the Bank Liaison Team. Note the form with the following
‘DUPLICATE REQUEST - ORIGINAL SENT TO THE BANK LIAISON TEAM ON ??/??/??’ (the date you sent the first form TC687)
then
- Use Function MAINTAIN WORKLIST to set an action date for a further 5 days in the future. Make sure that you select the Retained checkbox after entering the action date
then
- for pre-award claims, use Function CAPTURE APPLICATION to record that the case has been referred to the Bank Liaison Team in the Application Notes field
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
- For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record that the case has been referred to the Bank Liaison Team
Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
- go to Step 27.
Step 27
Having carried out their enquiries, the Bank Liaison Team will return the form TC687 to you and inform you that
- the bank account details provided by the customer are incorrect. They will supply you with the correct details, go to Step 21.
- the bank account details provided by the customer are correct, go to Step 28.
- the bank account details provided by the customer are incorrect but they are unable to supply you with the correct details, go to Step 28.
- the customer’s bank or building society will not confirm whether the bank account details provided are correct because of the Data Protection Act and the General Data Protection Regulation, go to Step 28.
Step 28
Use Function MANAGE VERIFICATION FAILURES
- select the appropriate verification failure
- select [Change Verification]. You will be taken to the Change of Status Reason screen
- enter the reason for the verification change - for example, ‘Customer’s bank account details are incorrect but Bank Liaison Team are unable to provide amended details’
- select [OK]. You will be taken back to the Manage Verification Failures screen
- select [OK]. The verification failure will be resolved.