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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 14.

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.

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Step 2

If

  • the change of name is due to a gender change, follow the guidance in TCM0036140.
  • the customer has indicated that the change of name is due to a marriage, civil partnership or indicated that the claim should be a joint claim and the claim is presently a single claim, follow the guidance in TCM0036100.
  • The customer has indicated that the change of name is due to a 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 from 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.

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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.

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Step 4

If the claim is

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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.

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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.

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Step 7

Use Function MAINTAIN HOUSEHOLD NOTES to record the following

‘NW18 - Name Changed from (details) to (details) for (clmt 1/clmt 2/child)’

Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

then

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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.

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

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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 7 - ‘NL02 - WAM referral sent to Rule 1 team DD/MM/YYYY re clmt name changed from (old name) to (new name)’
  • if you have followed Step 8 - ‘NW18 - Name changed from (details) for (clmt 1/clmt 2/child)’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • select [OK]
    then
  • go to Step 11.

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Step 11

Close the document on DMS. For how to do this, use TCM1000037.