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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
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Miscellaneous (P to V): Subject Access Requests - requesting CSSG documents

Version 1.0

Amendments to previous version - New guidance.

Checklist

Before you follow this guidance make sure

  • you have the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
  • you have access to ‘ECCS’
  • you’re in the correct MU. Use TCM0322460 for the correct MU number.

Guidance

Step 1

Check if there is an entry in Household Notes from Debt Recovery, Appeals, Complaints or Compliance within the last four weeks. For how to do this use TCM1000067.

If there is no message, go to .

If there is a Debt Recovery message, go to .

If there is an Appeals message, go to .

If there is a Compliance message, go to .

If there is a Complaints message, go to .

Step 2

If the message says ‘Telin’ or ‘subsequent enquiry’, take no further action.

If the message doesn’t say ‘Telin’ or ‘subsequent enquiry’

  • request the documents held by email by using the following wording

‘I have received a SAR request from the following:

It appears on household notes that there has been DOP action on these cases. Therefore, please can you forward copies of any documents you may have relating to the applicants to me at the address below, thank you’

Note: Include the customer’s name and NINO on the template.

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • go to .

Step 3

If the message says ‘Open Appeal Held’ on the left hand side above retained notes

  • request the documents held by email by using the following wording

‘I have received a SAR request from the following:

It appears on household notes that there has been Appeals action on these cases. Therefore, please can you forward copies of any documents you may have relating to the applicants to me at the address below, thank you’

Note: Include the customer’s name and NINO on the template

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • go to .

If the message doesn’t say ‘Open Appeal held’

  • go to .

Step 4

  • telephone the Compliance Officer to ask if they agree to you sending the SAR to the requester
  • make a note of your conversation with the Compliance Officer on the cover sheet stating that Compliance agree that you can send out the SAR
  • go to .

Step 5

If the ‘Complaints’ message is dated more than four weeks ago, go to .

If the ‘Complaints’ message is dated less than four weeks ago

  • check who is dealing with the case. For how to do this follow TCM1000543.
  • telephone the Officer to ask them to send you any information held
  • go to .

Step 6

If you are able to contact the Officer, go to .

If you are unable to contact the Officer

  • send them an email using the following wording and include the customers name and NINO and a copy of the Household Note to request more information

‘I see you are dealing with the complaint for clmnt (name and NINO), as your message on Household Notes’

  • copy and paste Household Note message

‘Could I please request any correspondence you may hold on this clmnt of the SARS Team’

then

  • go to .

Step 7

Once all the documents have been requested

Note: when DOP / Appeal correspondence is received link with the case then sign and date the coversheet

If you are dealing with a full SAR

  • place the request in the printing drawer in 20 day target order
  • take no further action.

If you are dealing with calls and correspondence

  • place on the relevant area allocated to await all documentation to be returned
  • take no further action.