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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Changes - customer: Name - customer name/title too long or spelling mistake (AG)

To deal with cases where the customer’s name or title is incorrect, consider steps 1 to 7.

Important note: Before making any corrections to a customer’s name or title, you must follow the guidance in TCM0134260.

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 .
  • 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

Use Function AMEND APPLICATION selecting the ‘Correction’ option

  • go to the Applicant Details screen
  • check if the name and title fits into the relevant field.

    • If it will, go to .
    • If it will not, go to .

Step 3

In the Applicant Details screen

  • amend the entry in the relevant field
  • select [OK]. You will be taken to the Amend Finish screen
  • go to .

Step 4

In the Applicant Details screen

  • select ‘Household’ on the toolbar menu
  • select ‘Details’ from the options available. The Household Details screen will display
  • in the Household Details screen, select the Manual Correspondence checkbox signal to inhibit output
  • select [OK]. You will be taken to the Amend Finish screen
  • go to .

Step 5

In 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 or Circumstances’

and

  • select [OK]. The computer will now automatically accept the change of circumstances and will apply the change at the effective date

Note: The changes you have made in this function will not be applied until you complete the Amend Finish screen and 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 Credit 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](https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0042260) before making any changes

then, if you can make the change  


* select [OK] on the message
* If you have set the Manual Correspondence marker, go to  
* If you have not set the Manual Correspondence marker, take no further action.

* 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](https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0042260) before making any changes
* then, if you can make the change
* select [OK] on the message
* If you have set the Manual Correspondence marker, go to .
* If you have not set the Manual Correspondence marker, take no further action.

* 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](https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0320260) 
* take no further action.

* If none of the messages display, then

* If you have set the Manual Correspondence signal, go to .
* If you have not set the Manual Correspondence marker, take no further action.

Step 6

Complete the appropriate manual notice using the customer’s full name and title. Follow the guidance in TCM0184100.

  • go to .

Step 7

Use Function MAINTAIN HOUSEHOLD NOTES to enter details of the customer’s full name and title and the date the manual notice was issued.

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

Apply the appropriate household note to explain why the Manual Correspondence marker has been set, follow the guidance in TCM0164040