TCM0138260 - Miscellaneous (P to V): Subject Access Requests - printing the SAR

Version 1.0

Amendments to previous version - Amended guidance and replaces ‘Subject Access Requests - printing (info and AG)’

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you’re in the correct MU. Use TCM0322460 for the correct MU number.

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Guidance

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Step 1

Once the SAR is registered

  • print the SAR. For how to do this follow TCM1000542
  • photocopy the letter requesting the SAR
  • photocopy any correspondence linked with the SAR and put in the earliest tax year order

Note: remember to check for double sided letters or forms

then

  • put all the prints in the following order
  • photocopy of original letter
  • RDC’s
  • photocopied correspondence, ensuring all third party details are deleted
  • the applicable screen prints from function ‘View Application’ in the following order
  • ‘Application Summary’
  • ‘Applicant 1 Additional Information’
  • ‘Applicant 2 Additional Information’
  • ‘Applicant Information’
  • ‘Children’
  • ‘Applicant 1 Work’
  • ‘Applicant 2 Work’
  • ‘Childcare Provider’
  • ‘Income’
  • ‘Payment’
  • the applicable screen prints from ‘Verification History’ (in order)
  • the following screen from function ‘Application Correction’ (in order)
  • ‘Applicant 1’
  • ‘UK National’
  • ‘Normally Live’
  • ‘Applicant 2’
  • ‘UK National’
  • ‘Normally Live’
  • ‘Child’
  • ‘Responsibility History’ for each child
  • ‘Work 1’
  • ‘Hours Worked’
  • ‘Place of Work’
  • ‘Work 2’
  • ‘Hours Worked’
  • ‘Place of Work’
  • ‘Child Care’
  • Full details of Child Care
  • ‘Income 1’
  • any IS, JSA, MIG information
  • ‘Income 2’
  • Any IS, JSA, MIG information
  • View Account
  • Household Notes
  • S17 screens
  • go to Step 2.

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Step 2

Check if there has been a Household breakdown. For how to do this use TCM1000111

If the case is a household breakdown, go to Step 3.

If it isn’t a household breakdown, go to Step 4.

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Step 3

Check if the customer has ever lived at the partners’ address. For how to do this use TCM1000541

If they have never lived at the partner’s address

  • go through each page and remove the partner’s details with correction fluid

Note: These details will include new address, telephone numbers, bank account details and if they have a change of job

  • photocopy each sheet that has had details removed with correction fluid again
  • go to Step 4.

If they have lived at the new address, go to Step 4.

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Step 4

  • go through the correspondence to ensure it is all for the customer concerned

Note: If there is a household breakdown remove any correspondence for the partner that has been sent since the breakdown date

  • remove any telephone numbers and staff names which the customer is not aware of with correction fluid from the copied sheet and re-photocopy that sheet
  • go to Step 5.

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Step 5

Check if the customer has one or more claims with bank details on that belong to somebody else. For how to do this use TCM1000544

If the details are the same

  • place on the relevant designated area to be checked or await documents
  • take no further action.

If the details are different

  • check for Compliance activity. For how to do this follow TCM1000067.
  • go to Step 6.

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Step 6

If there isn’t Compliance activity

  • check with Compliance to see whether we can still send the SAR with the details removed with correction fluid

then

If there is Compliance activity

  • check with the Compliance Officer to see whether we can still send the SAR with the details removed with correction fluid

then

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Step 7

If Compliance agree we can still send the SAR

  • remove the bank details with correction fluid
  • place the SAR on the relevant designated area to be checked or await documents

then

  • forward the original SAR request letter to Compliance for them to investigate why the bank details are different (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take no further action.

If Compliance say we can’t send the SAR

  • send a Section 29 letter to the customer. Update House Notes with the message MT11. For how to do this follow TCM1000001.
  • delete from the SARS database
  • (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)
  • place SAR for filing
  • take no further action.

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Step 8

Check if someone has used the customer’s NINO without their knowledge to claim tax credits

If the SAR doesn’t imply that the customer suspects their NINO has been hijacked

  • place the SAR on the relevant designated area to be checked or await documents
  • take no further action.

If the SAR request implies the customer suspects their NINO has been hijacked

  • send a Section 29 letter to the customer
  • delete from the SARS database
  • (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)
  • update Household Notes with the message MT03. For how to do this follow TCM1000001.
  • take no further action.

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Step 9

Check if the customer has got one or more claims with different details on? That is someone else has made a claim or amended their existing claim using their NINO. For how to do this follow TCM1000544

If the details are different

  • check if there is any Compliance activity. For how to do this follow TCM1000067.
  • go to Step 10.

If the details are the same

  • put the SAR on the relevant designated area to be checked or await documents
  • take no further action.

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Step 10

  • contact the mismatch team to see if we can send the SAR with the details removed with correction fluid
  • go to Step 11.

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Step 11

If the mismatch team agree we can send the SAR with the incorrect persons details removed

  • continue to print the SAR
  • send the SAR request to the mismatch team for them to investigate why the details on the two claims are different (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

If we cannot send the SAR with the details removed

  • send a Section 29 letter to the customer
  • update Household Notes with the message MT11. For how to do this follow TCM1000001.
  • delete from the SARS database
  • send the SAR request to the mismatch team for them to investigate why the details on the two claims are different (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • take no further action.