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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
Updated
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Claims - work lists (VFs - miscellaneous): Verification Failures - Compliance activity (AG)

Background

When a claim is captured and the overall risk is deemed serious enough for a pre-award review, the claim will be put onto a Compliance Failures work list.

Once a claim is on the Compliance Failures work list, a user working a Verification Failures work list will be inhibited from working any verification failures relating to that claim, the ‘Navigate’ option on the Manage Verification Failures screen will be greyed out, and the Decision Status will be set to ‘Application Suspended’. In this scenario, the case must be put in BF for two weeks pending Compliance action.

You mustn’t action the verification failure by directly accessing the AMEND Function. By doing this, the case will not be cleared from either the Compliance work list or the Verification Failures work list.

Guidance

To deal with a claim where a verification failure exists but [Navigate] is greyed out and the Decision Status is set to ‘Application Suspended’, consider steps 1 to 5.

Step 1

If you are working the Verification Failures work list and have accessed the Manage Verification Failures screen, check if the

  • ‘Navigate’ option is greyed out on the toolbar
  • Decision status is set to ‘Application Suspended’

    • If they are, use Function MAINTAIN WORKLIST and set the action date for 14 days in the future, making sure that the Retained checkbox is selected. Then go to .
    • If not, continue to action the work list item as normal.

Step 2

On expiry of the action date, check if the ‘Navigate’ option is still greyed out and the Decision Status is still ‘Application Suspended’

  • If they are, go to .
  • If they are and/or there is an Under Enquiry signal present, go to .

Step 3

Contact the relevant Compliance Officer in order to progress the case. You can find the relevant details by using TCM1000022 

  • ask them what action date you should set for the work list item
  • use Function MAINTAIN WORKLIST and set the Action Date as requested, making sure that the Retained checkbox is selected. Then go to .

Note: Once Compliance has completed its action, the verification failures are either cleared by Compliance or they are redisplayed if the case is released for processing.

Step 4

Use Function MAINTAIN WORKLIST

  • set the Action Date for a further four weeks, making sure that the Retained checkbox is selected

then, when the action date expires

  • go to .

Note: Once Compliance has completed its action, the verification failures are either cleared by Compliance or they are redisplayed if the case is released for processing.

Step 5

On expiry of the four-week action date, check if the ‘Navigation’ option is still greyed out and the Decision Status is ‘Referred for Enquiry’ and/or there is an Under Enquiry signal present.

  • continue to set a four-week Action Date, making sure that the Retained checkbox is selected, until the work list item is removed from the worklist
  • use Function MAINTAIN WORKLIST
  • set the Action Date for a further four weeks, making sure that the Retained checkbox is selected.

Note: Once Compliance has completed its action, the verification failures are either cleared by Compliance or they are redisplayed if the case is released for processing.