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HMRC internal manual

Tax Credits Manual

Claims - rejecting: Resurrecting rejected claims

Background

This Action Guide provides guidance on the action to take to resurrect a rejected claim. For example, the claim may have been

  • rejected in error during manual capture
    or
  • rejected without allowing the full reminder period to expire.

Guidance

To resurrect an incorrectly-rejected claim, consider steps 1 to 6.

Step 1

Create a copy of the rejected claim on the computer. To do this

  • select ‘Application’ from the toolbar menu
  • select ‘Correction’ from the options available
  • enter the customer’s NINO in the Key Entry Data - Applicant screen
  • select [OK]. The following message will be displayed ‘Details must be entered in Capture Application function’
  • select [Yes]. You will be taken to Function CAPTURE APPLICATION
    then
  • go to the Log screen and select [Store]. This will
    • store a copy of the rejected claim on the computer
    • create a copy for you to work on
    • create an entry on the Incomplete Applications work list.

Step 2

Do you require further information in order to process the claim?

Step 3

In Function CAPTURE APPLICATION go to the Summary Information screen and establish what previous action has been taken and what information is still required to process the claim.

Check

  • the Repair Summary field for details of errors
  • the Application Notes field for details of previous action taken
    then
  • check
    • the Income screen
    • the Payment screen
    • any manual clerical notes or information on the Claimant Compliance Management Information System (CCMIS), if appropriate
      then
    • go to Step 4.

Step 4

Contact the customer for the information that you need to process the claim. Follow the guidance in TCM0094080 and TCM0094160.

  • If you obtain the missing information, go to Step 5.
  • If you are unable to obtain the missing information, go to Step 6.

Step 5

In Function CAPTURE APPLICATION enter the missing information on the relevant screens

  • update the Application Notes field in the Summary Information screen with the following text
    ‘TCMZ Claim reviewed following incorrect rejection’
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
    then
  • continue to process the claim. Take no further action.

Step 6

If you are unable to obtain the missing information, take the following action

  • reject the claim as incomplete. Follow the guidance in TCM0070040 or TCM0070100 
    or
  • extend the action date if the customer has requested more time to get the information that you need.