TCM1000136 - How to set the Complex Case and Manual Correspondence markers
Version 1.0
Changes to previous version - new guidance.
Step 1
Note: Once the ‘Complex Case’ marker has been set, it can’t be removed.
Note: Selecting the ‘Complex Case’ checkbox, automatically selects the ‘Manual Correspondence’ checkbox.
On the ‘Function Menu’
- select ‘Application’ on the toolbar
- select ‘Correction’ from the options available. You’ll be taken to the ‘Key Entry Data’ screen
- enter the customer’s NINO
- select the ‘All’ checkbox
- select ‘OK’.
If you’re taken to the ‘Select Individual’ screen
- select the relevant claim
- select ‘OK’. You’ll be taken to the ‘Applicant Details’ screen
- go to Step 2.
If you’re taken to the ‘Select Application’ screen
- select the relevant claim
- select ‘OK’. You’ll be taken to the ‘Applicant Details’ screen
- go to Step 2.
If you’re taken straight to the ‘Applicant Details’ screen, go to Step 2.
Step 2
On the ‘Applicant Details’ screen
Note: If the ‘Signals’ screen displays, select ‘OK’.
- select ‘Household’ on the toolbar
- select ‘Details’ from the options available. You’ll be taken to the ‘Household Details’ screen
- select the ‘Complex Case’ checkbox. This will set the ‘Complex Case’ and ‘Manual Correspondence’ markers
- select ‘OK’. You’ll be taken to the ‘Amend Finish’ screen
- don’t complete the ‘Amend Finish’ screen at this point, just return to the guidance you were previously following.