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HMRC internal manual

Tax Credits Manual

Claims: capture (D-K): further information supplied by customer (AG)

If you receive further information from the customer in respect of their tax credits claim, consider steps 1 to 11.

Step 1

If the additional information is provided

  • during a phone conversation or interview, go to Step 2.
  • in writing, go to Step 5.

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Step 2

Verify the identity of the caller. Follow the guidance in TCM0094120.

  • If you are able to verify the caller, go to Step 3.
  • If you are unable to verify the caller, tell them that you are unable to accept the information until they can prove they are the customer and take no further action.

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Step 3

Ask the customer for the minimum information if you don’t already have it available.

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Step 4

Use Function CAPTURE APPLICATION to capture the information supplied and make a note of the information supplied in the Application Notes field on the Summary Information screen

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

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Step 5

If the information is in writing, check if the letter provides the minimum information.

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Step 6

If you don’t have the minimum information, use Function TRACE CITIZEN to find the individual.

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Step 7

If you

  • don’t trace the individual

    • If you have a phone number for the customer, go to Step 8.
    • If you don’t have a phone number but you have an address, go to Step 9.
    • If you don’t have a phone number or an address, discard the letter in confidential waste and take no further action.
  • trace the individual, go to Step 10.

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Step 8

If you have a phone number, phone the customer for the missing information. Follow the guidance in TCM0094080.

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Step 9

If you have an address, write to the customer for the missing information using form TC609.

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Step 10

When you have the minimum information, use Function CAPTURE APPLICATION to

  • find the claim in question and capture the additional information

then

  • go to the Summary Information screen and enter in the Application Notes field the information supplied.

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

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Step 11

If the information given relates to a change of circumstances, follow the relevant Changes guidance.