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HMRC internal manual

Tax Credits Manual

HM Revenue & Customs
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Miscellaneous (E to O): No trace of claim (AG)

Page archived 17/08/2016

If there’s no trace of the claim, consider steps 1 to 8.

Step 1

Use Function VIEW APPLICATION and select the ‘All’ checkbox. This will show all the claims.

Step 2

Enter each of the following combinations until you find the relevant claim

  • customer 1 NINO only
  • customer 1 surname and date of birth only
  • customer 2 NINO only
  • customer 2 surname and date of birth only (don’t enter customer 2 forename)

    • If you find the correct claim, continue with your action.
    • If you can’t find the correct claim and

    • the customer is on the phone, go to Step 3.
    • If you are dealing with correspondence, go to Step 5.

Step 3

Apologise to the customer for the inconvenience


  • explain to them that you’re unable to access their records and you need more details to look into the matter further


  • explain that these details will be forwarded to a specialist team who will deal with their claim as a matter of urgency.

Step 4

Obtain the following information from the customer by phone

  • full name (surname, forenames, title)
  • NINO
  • date of birth
  • address and postcode
  • phone number.

Step 5

Complete the M1 referral form (Word 101KB) with as many details as possible.

Note: Attach the photocopies of any relevant correspondence or other documents to the ‘M1 referral form’.

Step 6

If you’re working in

  • Tax Credit Office, pass the ‘M1 referral form’ to your Technical Advice Line Liaison Officer (TALLO) to pass to the Technical Advice Line (TAL).
  • a Contact Centre, pass the ‘M1 referral form’ to your team leader.

Note: Step 7 and 8 relate to TALLO, TAL and line manager action.

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Step 7

Check that the ‘M1 referral form’ has been correctly completed.

  • If it has been correctly completed, go to Step 8.
  • If it hasn’t been correctly completed, return the ‘M1 referral form’ to the originator.

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Step 8

Send the correctly completed ‘M1 referral form’ and any attachments (This content has been withheld because of exemptions in the Freedom of Information Act 2000) .

Note: All referrals must be fully and correctly completed. If not, they’ll be returned un-actioned to the originator.