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HMRC internal manual

PAYE Manual

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HM Revenue & Customs
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Reconcile individual: overpayments: repayment to be issued manually (Welsh language)

Where a customer has requested correspondence to be issued to them in the Welsh language the system cannot produce output in that format. When reconciling a case that has the Welsh Language indicator, the system will process the case in the same way as all other cases and will advise that a P800 has been issued but will subsequently create work item WI245 for manual action see action guide tax40136 WI245.

Once the Welsh Language Unit (WLU) have confirmed issue / have issued the Welsh Language P800 and payable order they / you will be able to input details of that payable order on to the system. Instructions on how to do this can be found in action guide tax40282.

The incorrect setting of the Welsh Language indicator causes problems for the non Welsh speaking customer, as all outputs, including repayments, will be delayed while they are sent to the WLU in Porthmadog for translation.

The Welsh Language indicator should only be set by the Welsh Contact Centre, Porthmadog (0300 200 1900).

It is important that you do not ignore the Welsh Language indicator in genuine Welsh cases and issue English outputs and repayments. Follow the guidance at PAYE103110 when you come across a Welsh customer case either on the phone, letter or work list and do not attempt to work it. Further information about HMRC Welsh Language Services can be found under Welsh on the Intranet and in the Customer Advisor Guide (CAG).