Beta This part of GOV.UK is being rebuilt – find out what beta means

HMRC internal manual

Tax Credits Manual

Changes - customer: Name change - customer (AG)

To deal with a customer’s change of name, consider steps 1 to 10.

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.

Step 1

Before making any changes, use Function ‘View Linked Work Items’ to check if there are any Unprocessed Change of Circumstances work list items shown.

If there are no Unprocessed Change of Circumstances work list items shown

  • check if the change can be made. Follow the guidance in TCM0042260
    then, if the change can be made
  • go to Step 2.

If there is an Unprocessed Change of Circumstances work list item shown
Note: If the Unprocessed Change of Circumstances work list item is the same as the change you have been notified of, delete the work list item.

  • make a note of the change you have been notified of
  • follow the guidance in TCM0054060 at step 1 for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list
    then, if you can action the change
  • follow the rest of the guidance in TCM0054060 for the work list item only
  • Return to this guidance to action the change you have been notified of
    Note: If you need to contact the customer for any missing information, make a note of all the information you need for the change you have been notified of and the ones on the Unprocessed Change of Circumstances work list.
  • go to Step 2.

Top of page

Step 2

If the change of name is due to a

  • gender change, follow the guidance in TCM0036140
  • marriage, civil partnership or the customer has indicated that the claim should be a joint claim and the claim is presently a single claim, follow the guidance in TCM0036100
  • family break up and the claim is presently a joint claim, follow the guidance in TCM0036100.

Note: If the change of name follows a household breakdown and the customer has previously been part of a joint claim and is now a single customer or intends to make a single claim, personal information up to the date of the end of the joint claim will be issued to both customers during the renewal period.

If the customer has indicated in the correspondence that this may put them at risk of domestic violence

  • set the manual correspondence marker, for how to do this follow the guidance in TCM1000063
  • action the household breakdown, if applicable. For how to do this, follow the guidance in TCM0036100
  • set the retained domestic violence household note. For how to do this use TCM0154040.

If none of the above apply, go to Step 3.

Top of page

Step 3

Use Function ‘Manage Verification Failures’

  • enter the customer’s NINO in the ‘Key Entry Data’ screen
  • select ‘OK’. You will be taken to the ‘Manage Verification Failures’ screen
  • check if there is an ‘Applicant Not Matched’ verification failure on the claim.

If there is an ‘Applicant Not Matched’ verification failure, go to Step 8.

If there is not an ‘Applicant Not Matched’ verification failure, go to Step 4.

Top of page

Step 4

If the claim is pre-award, go to Step 9.

If the claim is post-award, go to Step 5.

Top of page

Step 5

Use Function ‘Amend Application’, selecting the ‘Change of Circumstance’ option

  • go to the ‘Applicant Details’ screen
  • check if the name or title fits in the relevant field

If the name or title will not fit in the relevant field, follow the guidance in TCM0036200.

If the name or title will fit into the relevant field

  • enter the change in the relevant field
  • select ‘OK’. You will be taken to the ‘Amend Finish’ screen
  • go to Step 6.

Top of page

Step 6

On the ‘Amend Finish’ screen

  • enter the date the notification of the change was received
  • enter the source of the change. For example, ‘telephone’ or ‘paper’
  • enter the reason for the change as ‘Change of Circumstances’
    then
  • select ‘OK’

If the message ‘S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credits Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

  • the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select ‘OK’ on the message
  • go to Step 7.

If the message ‘S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

  • you will not be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select ‘OK’ on the message
  • go to Step 7.

If the message ‘S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

  • the changes you are making will re-finalise the claim
  • select ‘Cancel’. You will be taken to the ‘Amend Application Details’ screen
  • select ‘Cancel’
  • when the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, select ‘Yes’
  • pass the case to a Level 2 User or your manager. For more information, use ‘Level 1 and Level 2 users’ on TCM0320260
  • take no further action.

If none of the messages display, go to Step 7.

Top of page

Step 7

Use Function ‘Maintain Household Notes’ to record the following

  • household note NC72 from TCM0164020. For how to do this, use TCM1000001.
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    then
  • close the document on DMS. For how to do this, use TCM1000037
  • take no further action.

Top of page

Step 8

On your desktop

  • select ‘Start’
  • select ‘All Programs’
  • select ’E-form’
  • select ‘Freehand E-form’
  • change the title of the E-form from ‘Freehand E-form’ to ‘Verification Failures Rule 1 - Applicant Not Matched’
    Note: It is important that the title of the E-form is changed as the WAM inbox is used by more than one work area. Only those referrals titled ‘Verification Failures Rule 1 - Applicant Not Matched’ are accessed by the Rule 1 Team.
  • enter the following details of the change in the body of the e-form:
    • customer’s previous name
    • customer’s new name
    • date of change
    • details of any documents you have received
    • your name and contact details
  • enter the customer’s previous surname in both Taxpayer fields
  • select ‘PAYE (Non SA)’ in both work area fields
  • enter the customer’s NINO in both the NINO fields
  • select ‘To’ on the E-form template
  • select ‘Tax Credit Office WAM’ from the Office WAM box
  • select ‘OK’
  • select ‘Send’. The WAM referral will be sent to the Rule 1 Team
  • go to Step 10.

Top of page

Step 9

Use Function ‘Amend Application’, selecting the ‘Correction’ option

  • when a warning message displays prompting you to make the changes in Capture Application, select ‘Yes’
  • go to the ‘Applicant Details’ screen
  • check if the name or title fits in the relevant field

If the name or title will not fit in the relevant field, follow the guidance in TCM0036200.

If the name or title will fit into the relevant field

  • enter the change in the relevant field
  • go to Step 10.

Top of page

Step 10

Go to the ‘Summary Information’ screen to record the following, whichever is appropriate in the ‘Application Notes’ field

If you have followed Step 8

If you have followed Step 9

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.

then

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