TCM0080060 - Claims - work lists (VFs - miscellaneous): Verification Failures - bank accounts - foreign (AG)

To deal with a verification failure where the customer has also provided details of a foreign bank account, consider steps 1 to 27.

Step 1

If

• you have received a phone call or a letter from the customer requesting you to stop paying their tax credits in to their foreign bank account, go to Step 22.
• you have been informed by Bank Liaison Team that no payments have been paid into the customer’s foreign bank account for a considerable time, go to Step 24.
• you have been informed by Bank Liaison Team that a payment of tax credits paid into the customer’s foreign bank account has been rejected, go to Step 24.
• the customer has provided foreign bank account details, go to Step 2.

Step 2

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
  • If there is a phone number, go to Step 3.
  • If there isn’t a phone number, go to Step 5.

Step 3

Phone the customer and ask them to confirm

• their correct account details
• that the account details they have provided are for a bank account based abroad
  and, if the bank account is based abroad
• ask them to provide British-based bank or building society account details
  Note: If the customer isn’t immediately able to provide all of the information above, arrange for a convenient time for you to call them back to obtain the missing information. If the customer wants to phone you back with the missing information, give them the HMRC Contact Centre international phone number and then, once you have made a note of this in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES, go to Step 6.

When phoning the customer, follow the guidance in TCM0094080.

Then

• for pre-award claims, use Function CAPTURE APPLICATION and make a note of 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 and make a note of 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.Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.

Step 4

If the customer

• provides British-based bank or building society account details, go to Step 17.
• does not provide British-based bank or building society account details and they insist that they want their tax credits paid into their foreign bank account
  • explain to the customer that they will need to complete a mandate for this to be carried out
  • then
  • go to Step 14.

Step 5

Write to the customer and ask them to confirm

• their correct account details
• that the account details they have provided are for a bank account based abroad
  and, if the bank account is based abroad
• ask them to provide British-based bank or building society account details
  then
  • for pre-award claims, use Function CAPTURE APPLICATION and make a note of the action taken, information required 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 and make a note of the action taken, information required 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.

Step 6

Use Function MAINTAIN WORKLISTS to set an Action Date for 14 days in the future in the Verification Failures work list. Make sure that you select the Retained checkbox after entering the Action Date

• If the information is supplied and the customer
  • provides British-based bank or building society account details, go to Step 17
  • does not provide British-based bank or building society account details and they insist that they want their tax credits paid in to their foreign bank account, go to Step 14
• If the information is not supplied by the Action Date, go to Step 7.

Step 7

Use Function MAINTAIN WORKLISTS to

• 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.

Step 8

For each entry on the filtered list, check the notes on the computer to check if a reminder has been issued.

• If a reminder has not been issued, go to Step 9.
• If a reminder has been issued, go to Step 27.

Step 9

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
  • If there is a phone number, go to Step 10.
  • If there is not a phone number, go to Step 12.

Step 10

Phone the customer and ask them to confirm

• their correct account details
• that the account details they have provided are for a bank account based abroad
  and, if the bank account is based abroad
• ask them to provide British-based bank or building society account details.
  Note: If the customer is not immediately able to provide all of the information above, arrange for a convenient time for you to call them back to obtain the missing information. If the customer wants to phone you back with the missing information, give them the HMRC Contact Centre international phone number and then, once you have made a note of this in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES, go to Step 13.

When phoning the customer, follow the guidance in TCM0094080.

then

• for pre-award claims, use Function CAPTURE APPLICATION and make a note of 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, you must use Function MAINTAIN HOUSEHOLD NOTES and make a note of 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.
  Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.

Step 11

If the customer

• provides British-based bank or building society account details, go to Step 17.
• does not provide British-based bank or building society account details and they insist that they want their tax credits paid into their foreign bank account
  • explain to the customer that they will need to complete a mandate for this to be carried out
    then
  • go to Step 14.

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Step 12

Send form TC609 (choosing option 2) to the customer and

• for pre-award claims, use Function CAPTURE APPLICATION and make a note of the issue of form TC609 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 and make a note of the issue of form TC609 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.

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Step 13

Use Function MAINTAIN WORKLISTS to amend the Action Date to 14 days after the date the reminder is issued or the customer states they will phone you back with the missing information. Make sure that you select the Retained checkbox after entering the Action Date

• If the information is supplied and the customer
  • provides British-based bank or building society account details, go to Step 17.
  • does not provide British-based bank or building society account details and they insist that they want their tax credits paid into their foreign bank account, go to Step 14.
• If the information isn’t supplied by the Action Date, go to Step 27.

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Step 14

Check whether the customer’s foreign bank account is based in a TAPS-compliant (Transcontinental Automated Payment System) country. If the account

• is based in a TAPS-compliant country and the claim is not in payment, go to Step 21.
• is based in a TAPS-compliant country and the claim is in payment, go to Step 19.
• is not based in a TAPS-compliant country, go to Step 15.

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Step 15

Contact the customer again by phone or, if necessary, in writing (follow Step 2 to Step 13 above for the actions to take when contacting the customer)

• tell the customer that the country their foreign bank account is based in isn’t a TAPS-compliant country and therefore their payments of tax credits can’t be paid in to this account
• tell them to open and provide details of a British-based bank or building society account or a foreign bank account based in a TAPS-compliant country.

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Step 16

If the customer

• provides British-based bank or building society account details, go to Step 17.
• provides foreign bank account details based in a TAPS compliant country. If the claim
  • is not in payment, go to Step 21.
  • is in payment, go to Step 19.
• refuses to open a British-based bank or building society account or a foreign bank account based in a TAPS-compliant country, stockpile the claim until further guidance is issued to you.
• does not provide the information within the normal reminder cycle, go to Step 27.

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Step 17

Use Function MANAGE VERIFICATION FAILURES

• select ‘Navigate’ on 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).

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Step 18

Use Function CAPTURE APPLICATION or AMEND APPLICATION to enter the customer’s British-based bank or building society account details. Follow the guidance TCM0046020 then

• select [OK]. This will take you back to the Manage Verification Failures screen
• select [OK]
• take no further action.

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Step 19

Complete form TC648 with the following

• customer’s name
• customer’s NINO
• reason for the referral
  then
• send the completed form to a payment operator for them to suspend the payment of tax credits. You must also tell the payment operator to refer the case to Bank Liaison Team once they have completed their action.

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Step 20

Use Function MAINTAIN WORKLISTS to set an Action Date for 28 days in the future in the Verification Failures work list. Make sure that you select the Retained checkbox after entering the Action Date

• use Function MAINTAIN HOUSEHOLD NOTES and make a note of the action taken and the date the case was referred to the payment operator
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  then
• go to Step 24.
  Note: If you have not received a reply from Bank Liaison Team by the Action Date, phone them for an update and, if necessary, re-set the Action Date to await the reply.

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Step 21

Complete form TC687 with the following

• customer’s full name
• customer’s NINO
• customer’s contact phone number, if applicable
• details of the contact the Service Team has had with the customer
• reason for the referral
• name of the bank or building society
• bank details provided by the customer
• country the account is based in
  then
• fax the completed form to Bank Liaison Team (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  then
• go to Step 23.

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Step 22

Complete form TC687 with the following

• customer’s full name
• customer’s NINO
• customer’s contact phone number, if applicable
• details of the contact the Service Team has had with the customer
• reason for the referral
  then
• send the completed form and, where applicable, the letter received from the customer to Bank Liaison Team
  then
• go to Step 23.

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Step 23

Use Function MAINTAIN WORKLISTS to set an Action Date in the Verification Failures work list for

• 28 days in the future if the customer wants their tax credits paying in to their foreign bank account
  or
• 14 days in the future if the customer no longer wants their tax credits paying into their foreign bank account
  Note: Make sure that you select the Retained checkbox after entering the Action Date.
  then
• for pre-award claims, use Function CAPTURE APPLICATION and make a note of the action taken and the date the case was 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 and make a note of the action taken and the date the case was 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.
  then
• go to Step 24.
  Note: If you have not received a reply from Bank Liaison Team by the Action Date, phone them for an update and, if necessary, re-set the Action Date to await the reply.

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Step 24

Having carried out their actions, Bank Liaison Team will

• inform you that you must make enquiries to establish an alternative bank or building society account to pay the customer’s tax credits into. This is because
  • the customer no longer wants the payments of tax credits being paid in to their foreign bank account
  • Bank Liaison Team has been informed by the sponsor bank that a payment of tax credits paid into the customer’s foreign bank account has been rejected
• phone or, if necessary, write to the customer to obtain details of this alternative bank account (follow Step 2 to Step 13 for the actions to take when contacting the customer)
  then
• If the account details provided by the customer are for a British-based account, enter these details on to the computer, go to Step 17.
• If the account details provided by the customer are for an alternative foreign bank account, go to Step 14.
• If the customer doesn’t provide details of an alternative bank account within the normal reminder cycle, go to Step 27.
• provide you with details of the standard sponsor bank account number and sort code to enter on to the computer so that the customer’s payments of tax credits can be paid in to their foreign bank account, go to Step 25.
  Note: The sponsor bank has a maximum £5,000 limit on individual transactions for tax credits. You must check that the amount issued to the customer will not exceed this limit and, if the amount issued will exceed £5,000, you must inform Bank Liaison Team of this by phone.
  or
• inform you that you must make enquiries to establish the reason why the payments of tax credits have not been paid into the customer’s foreign bank account for a considerable time
  • phone or, if necessary, write to the customer to obtain the reason (follow Step 2 to Step 13 for the actions to take when contacting the customer)
    then
  • phone Bank Liaison Team with this reason once the customer has provided it. No further action necessary.

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Step 25

Use Function MANAGE VERIFICATION FAILURES

• select ‘Navigate’ on 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).

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Step 26

Use Function CAPTURE APPLICATION or AMEND APPLICATION to enter the following in the appropriate fields

• the standard Sponsor Bank account number (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• the standard Sponsor Bank sort code number (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
• the customer’s NINO in to the Building Society Reference field. Follow the relevant Changes guidance
  then
• select [OK]. This will take you back to the Manage Verification Failures screen
• select [OK]. No further action necessary.

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Step 27

If the claim

• is not in payment, reject the claim. Follow the guidance in TCM0070100
• is in payment, the claim will remain on the Suspended Payments work list until the customer contacts the office. No further action necessary.