Amend payment: trace payment: refer tracing enquiry to banking operations
If you are unable to trace a payment, the Banking Operations office that processed the payment follow the guidance on the Tracing Missing Payments helpcard. In the case of a cheque payment you should confirm the cheque has been debited from the taxpayer’s bank account and the date the debit was made before contacting Banking Operations.
You should provide Banking Operations with all the details about the payment that have been gathered. This should include information about the person who made the enquiry along with a telephone number and information about the payment.
As a minimum, to locate a payment Banking Operations need the following information
- Taxpayer name and reference number(s)
- Payment amount
- Type of payment (cheque payment, clerical giro, direct credit payment, bank giro on tape. BACS and direct debit payment)
- An indication of the date when the payment was made or the date the payer’s account was debited, and
In the case of a cheque payment, if available, details of
- How many payslips / cheques were sent and where, and the bank sort code and account number
If they have no success tracing the payment using one of the two SA functions, or there is insufficient information to use an SA function, Banking Operations should
- Search the relevant Ascending value list (AVL) or the ARP archive system to locate the payment
- Where the payment is located, identify the reference number captured during payment processing
- Trace the record where a located payment is currently posted
- Advise you of the outcome