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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Claims - rejecting: Rejection due to a verification failure (AG)

To reject a claim because of a verification failure, consider steps 1 to 4.

Step 1

If you are not already using Function MAINTAIN WORKLIST

  • use Function MAINTAIN WORKLIST
  • go to .

Step 2

In Function MAINTAIN WORKLIST

  • select the Verification Failures work list from the Worklist Type field. The claims appearing on the selected Work List will be displayed
  • select the claim you want to reject
  • select ‘File’ on the toolbar menu
  • select ‘Next Function’ from the options available. You will be taken to the Select Next Function screen
  • select Function MANAGE VERIFICATION FAILURES. You will be taken to the Manage Verification Failures screen
  • go to .

Step 3

On the Manage Verification Failures screen

  • select ‘Navigate’ on the toolbar menu
  • select ‘Reject Application’ from the options available. You will be taken to Function REJECT APPLICATION
  • select the reasons why the claim is being rejected
  • select ‘Add’
  • select ‘OK’

If the reason you are rejecting the claim is ‘Residency’ because the customer has not responded to enquiries 

  • select ‘Text’. The ‘CBS Reject Application’ text box will be shown
  • copy and paste the explanation in the text box. The agreed text to use is

As you have not responded to our letter asking for more information about your claim, we have made a decision based on the information we already have.

Note: You must not amend the agreed text or adapt it.

  • select ‘OK’
  • select ‘OK’
  • go to .

If you are rejecting the claim for any other reasons go to .

Step 4

You will be presented with the question ‘Are you sure you want to reject this application?’

  • select ‘Yes’. The claim will be rejected and a Rejection Notice issued
  • take no further action.