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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Miscellaneous (E to O): no trace of claim - TC600

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance.
  • you have access to the Access to DWP (ADD) System
  • you have access to Taxpayer Business Service (TBS) system

Background

When a claim cannot be traced by Contact Centre on the tax credits computer and it was sent in by the customer within the last three weeks the customer would be advised to make contact after the three weeks has elapsed.

Where the claim was sent in more than three weeks ago Contact Centres will check the customers postcode to determine tax credit eligibility and will issue a TC600 claim form where needed.

Guidance

Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.

Step 1

If you are dealing with any ‘No Trace’ correspondence, go to .

If you are dealing with an expired BF date, go to .

Step 2

Check to see if there is a National Insurance number (NINO) on the correspondence.

If there is a NINO on the correspondence, go to .

If there is no NINO on the correspondence, go to .

Step 3

Check to see if a new claim for tax credits has been received and make a note of the status of the new claim. For how to do this, use TCM1000147 and TCM1000025.

Note: When dealing with expired BF check for any changes of address by using ADD. Follow the guidance in TCM0132060.

If you are dealing with correspondence and a new claim has been received and the status of the claim is award issued, partially captured or awaiting award

  • send the correspondence to storage. Follow the guidance in TCM0074140
  • take no further action.

Note: Any official documents such as birth certificates must be returned to the customer. Do not send official documents to storage or put in confidential waste.

If a new claim has not been received, go to .

Step 4

Attempt to trace the customers NINO using

  • tax credits computer system. For how to do this, use TCM1000465

Or

Or

If you have traced the NINO, go back to .

If you have not traced the NINO

  • put the correspondence in the confidential waste
  • take no further action.

Step 5

Check Household Notes to see if a TC600 claim form has been issued to the customer within the last three weeks. For how to do this, use TCM1000067.

If a TC600 claim form has been issued to the customer in the last three weeks

  • update Household Notes with the message FN03 from TCM0158040. For how to do this, use TCM1000001
  • send the correspondence to storage. Follow the guidance in TCM0074140
  • take no further action.

Note: Any official documents such as birth certificates must be returned to the customer. Do not send official documents to storage or put in confidential waste.

If a TC600 claim form has not been issued to the customer in the last three weeks, go to .

Step 6

Consider the date of the receipt of the correspondence

If three weeks have elapsed since the date of the receipt of the correspondence, go to .

If three weeks have not elapsed since the date of the receipt of the correspondence

  • BF the case until three weeks have elapsed since the date of the receipt of the correspondence
  • on expiry of the case, go to .

Step 7

You will need to check and make a note of whether the customer(s) live in a closed postcode area, or one which is about to close and if they are of Pension Credit Qualifying Age (PCQA).  For how to do this, use TCM1000628.

Note: if you have identified a change of address you will need to check the status of the new postcode.

If the customer lives in a postcode that has closed, go to .

If the customer lives in a postcode that is due to close within the next 21 days, go to .

If the postcode area is open

  • complete the Title, Surname, First name and NINO boxes on a TC600 and write on the top right-hand side ‘Issued by B&C’
  • send the TC600 and TC1200 letter to the customer

Note: where you have identified a new address, send the TC600 and TC1200 to the new address.

  • update Household Notes with the message FN05 from TCM0158040. For how to do this, use TCM1000001.
  • send the correspondence to storage. For how to do this, follow the guidance in TCM0074140.
  • take no further action

Step 8

From your notes you will need to check whether the household contains a customer who is of PCQA

If the household contains a customer who is of PCQA

  • complete the Title, Surname, First name and NINO boxes on a TC600 and write on the top right-hand side ‘Issued by B&C’
  • send the TC600 and TC1200 letter to the customer

Note: where you have identified a new address, send the TC600 and TC1200 to the new address.

  • update Household Notes with the message FN05 from TCM0158040. For how to do this, use TCM1000001
  • send the correspondence  to storage. For how to do this, follow the guidance in TCM0074140
  • take no further action

If the household does not contain a customer who is of PCQA

  • issue a TC27
  • send the correspondence to storage. For how to do this, follow the guidance in TCM0074140
  • take no further action.

Step 9

You will need to contact the customer. For how to do this, use TCM0094080

If you were able to contact the customer

  • tell the customer their postcode is due to close and they will need to make a new claim to tax credits before this happens
  • offer to capture a new claim to tax credits over the phone
  • go to .

If you were unable to contact the customer

  • complete the Title, Surname, First name and NINO boxes on a TC600 and write on the top right-hand side ‘Issued by B&C’
  • send the TC600 and TC1200 letter to the customer

Note: where you have identified a new address, send the TC600 and TC1200 to the new address.

  • update Household Notes with the message FN05 from TCM0158040. For how to do this, use TCM1000001
  • complete a TC648 stating your action taken
  • send the TC648 and correspondence to storage. For how to do this, follow the guidance in TCM0074140
  • take no further action.

Step 10

If the customer is willing to capture a new tax credits claim over the phone

  • capture a new tax credits claim. For how to do this, follow the guidance in TCM0066100
  • update Household Notes with the message QN01 from TCM0170020. For how to do this, use TCM1000001
  • complete a TC648 stating your action taken
  • send the TC648 and correspondence to storage. For how to do this, follow the guidance in TCM0074140
  • take no further action.

If the customer is unwilling to capture the claim over the phone

  • inform the customer that their postcode area is due to close and they will need to make a new claim to tax credits before this happens
  • complete the Title, Surname, First name and NINO boxes on a TC600 and write on the top right-hand side ‘Issued by B&C’
  • send the TC600 and TC1200 letter to the customer

Note: where you have identified a new address, send the TC600 and TC1200 to the new address.

  • update Household Notes with the message FN05 from TCM0158040. For how to do this, use TCM1000001
  • complete a TC648 stating your action taken
  • send the TC648 and correspondence to storage. For how to do this, follow the guidance in TCM0074140
  • take no further action.