TCM0284220 - Specialist areas - complex: complex cases - manual payments - issuing
Checklist
Before you follow this guidance, make sure you are in the correct MU. Use TCM0322460 for the correct MU number.
Background
The tax credits computer is not able to capture full details or make an assessment of the following claims
- families with 18 or more children
- polygamous or polyandrous marriages
- complex cases
- customers’ with no fixed abode.
Manual payments of tax credits may therefore have to be made. Manual payments can be issued using Function ‘USER REQUESTED PAYMENT’ (URP)or by using the manual payment process.
Function ‘USER REQUESTED PAYMENT’ cannot be used for the following manual payment reasons
- awaiting award (pre-award claims)
- no trace
- address on database
- child corrective action.
User requested payments can only be made where there is, or has been, an award for the household for the tax credit period the payment is being created for.
Note: From April 2017, URP’s can only be used to request BACS payments.
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 / Data Security Team for advice.
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.
Step 1
Check Function ‘MAINTAIN HOUSEHOLD NOTES’ to determine whether payments have been stopped due to any of the following reasons, for how to do this, use TCM1000067
- a change of circumstance has been received
- account details received for a no fixed abode case
- address shows a RLS marker.
If payments have stopped for one of the above reasons, refer the case back to the originator.
If payments have stopped for any other reason, go to Step 2.
If this is a new payment request, go to Step 2.
If the BF date has expired and another payment is due, go to Step 3.
If you are dealing with a returned TC682 mandate, go to Step 13.
If you are dealing with an expired BF date for a TC682, go to Step 13.
If you are dealing with a reminder to an expired BF for a TC682, go to Step 14.
Step 2
Before you continue with this guidance, consider the guidance in TCM0134420 and TCM0134480.
If you can continue with this guidance, go to Step 3.
If you cannot continue with this guidance, refer the case back to the originator.
Step 3
If payment is to be made from a completed payment stencil, go to Step 4.
If payment is to be made into a foreign bank account, go to Step 12.
Step 4
Sign and date the payment schedule and apply household note PC16 from TCM0168020. For how to do this, use TCM1000001.
Use Function ‘USER REQUESTED PAYMENT’ to request, authorise or reject a user requested payment.
Note: Where the next payment is due to fall on a Bank Holiday, make sure the papers are retrieved 5 days before the payment is due.
If you are a High Level user accessing the function from the Authorise User Requested Payments work list
- select the relevant entry from the work list
- select File from the toolbar menu
- select Next Function from the options available, you will be taken to the ‘Select Next Function’ screen
- select Function ‘USER REQUESTED PAYMENT’, you will be taken to the ‘User Requested Payment’ screen
- go to Step 6.
If you are not a High Level user accessing the function from the Authorise User Requested Payments work list
- select Payments from the toolbar menu
- select User Requested Payment from the options available
- enter the customer’s NINO in the Key Entry Data screen
- select the All checkbox
- select OK
- go to Step 5.
Step 5
If you are taken to the ‘User Requested Payment’ screen, go to Step 6.
If you are taken to the ‘Select Individual’ or ‘Select Household’ screens, use the information you hold to establish which individual or household to select. Once established, select OK. You will then be taken to the ‘Select Award’ screen.
If you are taken to the ‘Select Award’ screen
- select the relevant award
- select OK
Note: You will then be taken to the ‘User Requested Payment’ screen. - go to Step 6.
Step 6
Where the signals screen displays, select Cancel, you will be taken back to the ‘User Requested Payment’ screen.
If you want to replace a returned payment, a missing payment or a rejected payment, go to Step 7.
If you want to request a payment, go to Step 8.
If you want to authorise or reject a payment, go to Step 9.
Step 7
From the details on the returned or missing payment referral or rejected payment paperwork you have received
- find the cancelled, missing or rejected payment in the ‘User Requested Payments’ box and select this
- select Details, you will be taken to the ‘User Requested Payment Details’ screen
- make a note of the
- payment amounts
- tax credit types
- payment recipient
- reason for payment
- rejection reason for rejected requests
- select Cancel, you will be taken back to the ‘User Requested Payment’ screen
- go to Step 8.
Step 8
On the ‘User Requested Payment’ screen
- select Request Payt, you will be taken to the ‘User Requested Payment Detail’ screen
Note: Request Payt will be disabled if the ‘Deceased Signal’ is set. You will not be able to request any payments. Pass the case to the International Changes Team for them to update the records. - enter the CTC and / or WTC amounts that have been calculated in the relevant CTC and / or WTC ‘Amount fields’
- select suspend payment from the ‘Reason For Payment’ drop down menu
Note: If the default customer for either CTC or WTC is not displayed, select the appropriate customer from the ‘Payment Recipient’ drop down menu - select OK you will be taken back to the ‘User Requested Payment’ screen.
Note: Where CTC and WTC are paid to different customers, you must request separate user requested payments for each tax credit, unless there is a genuine reason to pay both tax credits to the same customer.
Note: If you want to make changes to a user requested payment, you must cancel out of the screen and re-request the payment. Any other requests you have made in the session will need to be re-requested also.
If you need to request further payments, go back to the start of this step.
If any other circumstances apply
- select OK
- pass this to the High Level user along with the calculation sheet and schedule of payments
- go to Step 10.
Step 9
On the ‘User Requested Payment’ screen
- select the request you want to authorise or reject from the ‘User Requested Payments’ box
- select Details you will be taken to the ‘User Requested Payment’ detail screen
- check the calculation sheet for any change of circumstances or address details not reflected on the sheet, check the following for accuracy on the screen
- CTC and / or WTC amounts
- the payment recipient details.
If you want to authorise the request, go to Step 10.
If you want to reject the request, go to Step 11.
Step 10
On the ‘User Requested Payment’ detail screen
- select Authorise
Note: The following message will display, ‘You are about to authorise a payment request’. - select OK to continue or
- Cancel to stop the payment being issued.
Note: You will be taken back to the ‘User Requested Payment’ screen
If you want to authorise further requests, go back to Step 9.
If there are no further requests to authorise
- use Function ‘MAINTAIN HOUSEHOLD NOTES’ to record note PC16 from TCM0168020. For how to do this, use TCM1000001
- BF until the next payment date
- take no further action.
Step 11
On the ‘User Requested Payment’ detail screen
- select a rejection reason from the ‘Reason for Rejection’ drop down menu
- select Reject
Note: The following message will display, ‘You are about to authorise a payment request’. - select OK to continue or
- Cancel to stop the payment being issued.
Note: You will be taken back to the ‘User Requested Payment’ screen
If you want to reject further requests, go back to Step 9.
If there are no further requests to reject, refer the case back to the originator.
Step 12
If the customer has requested payments are to be made to a foreign bank account, check whether the request is for a one off payment or ongoing payments.
If the request is for a one off payment
- reject the request and note the account with an appropriate household note (either because there is no further entitlement or the customer has access to a UK bank account)
- issue a Faster Payment
- complete the manual payment referral form from SEES
- forward by email to the Manual Payments Team.
Note: A separate referral form will be required for each recipient of CTC in a polygamous marriage. You will however have to use the NINO for one of the two customers whose details are included on the computer in place of the additional adult whose details are held in Function ‘MAINTAIN HOUSEHOLD NOTES’. For example, the NINO used on the referral form will have to be the same as the NINO recorded on form TC648 in these cases.
- take no further action.
If the request is for ongoing payments
- issue TC682 mandate from SEES to the customer requesting the IBAN (International Bank Account Number) and the BIC (Bank Identifier Code)
- issue a manual payment
- complete the manual payment referral form from SEES
- forward by email to the Manual Payments Team.
Note: A separate referral form will be required for each recipient of CTC in a polygamous marriage. You will however have to use the NINO for one of the two customers whose details are included on the computer in place of the additional adult whose details are held in Function ‘MAINTAIN HOUSEHOLD NOTES’. For example, the NINO used on the referral form will have to be the same as the NINO recorded on form TC648 in these cases.
- set a clerical BF date for 28 days
- take no further action.
Step 13
If the TC682 mandate is not returned by the clerical BF date
- send a second TC682 mandate from SEES to the customer
- reset the clerical BF date for a further 28 days for the customer to return the mandate
- take no further action.
If the TC682 mandate is returned by the clerical BF date, keep a note of the following information
- customer’s full name
- customer’s NINO
- foreign bank account number (and if applicable sort code)
- country the foreign bank account is in
- type of currency used in the foreign country
- go to Step 15.
Step 14
If the customer has not returned the second TC682 by the clerical BF date
- refer to TALLO
- take no further action.
If the customer has returned the second TC682 mandate by the clerical BF date, keep a note of the following information
- customer’s full name
- customer’s NINO
- foreign bank account number (and if applicable sort code)
- country the foreign bank account is in
- type of currency used in the foreign country
- go to Step 15.
Step 15
Fax a copy of the returned TC682 mandate (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
- set a clerical BF date of 8 days to await return of the mandate and confirmation that this has been set up for the customer
- take no further action.
Note: The Bank Liaison Team will fax the TC682 mandate to the Sponsor Bank. Once they receive the mandate back with confirmation that it has been set up for the customer, they will notify the International Manual Payments Team. The International Manual Payments Team will then begin to issue payments to the foreign bank account and cease to issue manual payments.