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HMRC internal manual

Tax Credits Manual

Claims: storage and retrieval: scanned image retrieval (AG)

To retrieve a scanned image, consider steps 1 to 6.

Step 1

Enter your emails and print off the RDC image request form.

Note: The email supporting the request should note the number of requests contained in the email. The turnaround time to complete the retrieval of the scanned image is 72 hours.

If the request is for

  • a claim form, go to Step 2.
  • an Annual Declaration, go to Step 3.

Step 2

Use the Tower system

  • enter the customer’s NINO
  • select [Search]
    Note: If there is no trace using the NINO, a search must be made using customer 1’s or customer 2’s name, address, post code and date of birth.
  • identify the scanned image of the claim form that you want to print off
  • print off all the pages that have been requested on the RDC image request form
    then
  • go to Step 4.

Step 3

Use the Tower system

  • enter the barcode provided on the RDC image request form
  • select [Search]
  • print off all the pages of the Annual Declaration
    then
  • go to Step 4.

Step 4

Reply to the original image request email with ‘Found’ or ‘Not Found’

then

  • delete the email from your email inbox.

Step 5

Enter the following details of the image request into the Request log

  • date of request
  • NINO (if claim form) or barcode (if Annual Declaration)
  • surname
  • initial
  • whether ‘Found’ or ‘Not Found’
  • who requested the image
  • work area
  • address
  • date returned
  • how many claim forms or Annual Declarations.

Step 6

Send the printed scanned image of the claim form or Annual Declaration to the person who requested the image. Follow the locally held security guidance for transferring paper documents.