TCM0184240 - Notices - general: RLS items - rejected or withdrawn claims

Guidance

To deal with an ‘RLS’ item relating to a rejected or withdrawn claim, consider steps 1 to 5.

Note: You must not amend the address details or add a note in ‘Application Notes’ on a rejected or withdrawn claim as this will resurrect the claim.

Step 1

Check for Compliance activity. Follow the guidance in TCM0134420.

If there is no Compliance activity or Compliance do not require the claim

  • follow the guidance in TCM0134480
  • take no further action.

If you have not referred the claim to the Claimant Compliance Risk Team (CCRT),go to Step 2.

Step 2

Compare the address on the computer with the address on the correspondence, checking whether the address on the computer has been changed since the correspondence or notice was issued.

If the address is the same, go to Step 3.

If the address is different, go to Step 4.

Step 3

Use the Access to DWP Data (ADD) system to check the customer’s address. Follow the guidance in ADDM212 in the Access to DWP Data System Manual.

If the address held on ADD is different to the one on the correspondence, go to Step 4.

If the address held on ADD is the same as the one on the correspondence but contains more details - for example, a house or flat number, go to Step 4.

If the address held on ADD is the same as the one on the correspondence, go to Step 5.

Note: If ADD is unavailable, check the Taxpayer Business Service (TBS).

Step 4

Consider whether it is appropriate to reissue the correspondence.

Note: If the address is overseas, redirect (This content has been withheld because of exemptions in the Freedom of Information Act 2000) .

Use function ‘Request Reissue Of Notices’. Follow the guidance in TCM0184140

Note: From 15 June 2018 some historical NTC notices are no longer available to issue to customers. An unavailable historical notice may be required for an appeal or tribunal, or because the original notice has been lost / damaged, or because another government department has asked for a copy of a notice. The information can only be provided from the customer’s tax credits account, we are unable to send them a duplicate or copy of the original notice.
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • discard the returned notice in confidential waste.
    Note: If you are not sure whether it is appropriate to re-issue the correspondence, you must re-issue it.
  • take no further action.

Step 5

Check if the returned notice includes any correspondence sent originally by the customer.

If the returned notice includes any correspondence

  • close the document on DMS. For how to do this, use TCM1000037
  • take no further action.

If the returned notice does not include any correspondence

  • take no further action.