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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Notes: Standardised Messages (A to D): Standardised Messages - C - Complaints

 

Chairman’s Team (codes start with CC)

Chairman’s delegated complaints (codes start with CD)

TCO Escalations Team (codes start with CE)

MP Hotline (codes start with CH)

Tier 1 MP complaints (codes start with CM)

Once and Done Team (codes start with CO)

Policy Liaison and External Relations Team (codes start with CP)

Tier 1 complaints (codes start with CT)

Tier 3 complaints (codes start with CW)

Standardised reference

Please ensure that the relevant standardised reference shown below is added to the end of the message. For more information see TCM0152090

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’

Chairman’s Team

Write letters on behalf of the Chairman in response to a complaint from a Member of Parliament (MP) regarding one of their constituents.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CC01 - Chairman’s Complaint (CHM/XXXXX/YYYY) received on CSU. Acknowledgement letter sent When a Chairman’s complaint is received, it’s logged on the Complaints and Correspondence database and is given a reference number.
CC02 - Redress of WTC-£(XXXX), CTC (£XX.XX) paid under CCS reference-(CHMXXXXX/YYYY) When Finance has verified that redress has been transmitted to Worthing, this message is placed in Household Notes to show how much has been paid.
CC03 - File to archives at Iron Mountain Self-explanatory.
CC04 - CSU returned records to DMT returns Requested storage files have been returned to Document Management Team.
CC05 - Chairman’s Complaint (CHM/XXXXX/YYYY). Response sent Chairman’s Complaints has sent a letter to respond to the customer.
CC06 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

 

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Chairman’s delegated complaints

MP complaints go to HMRC Central Correspondence Unit (CCS), which determines if the complaint can be delegated for a response at Director level. If so, the Chairman’s Delegated Team will draft the reply for sign off by the Director of TCO or his representative.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CD01 - Chairman’s Delegated complaint received on (DD/MM/YY) ref number - (YYYY/MM-XXXXXX) Acknowledgement letter sent A complaint has been received and registered on the CCS Complaints and Correspondence database. Each complaint is given a reference number.
CD02 - Chairman’s Delegated complaint (YYYY/MM-XXXXXX) cleared by (letter/phone) on (DD/MM/YY). (Details of redress or manual payments made) A complaint has been cleared and redress payments or manual payments may be made to the customer.
CD03 - Chairman’s Delegated Complaint (YYYY/MM-XXXXXX) referred to (group and name) A complaint has been forwarded to another team for action.
CD04 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

 

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TCO Escalations Team

This team tries to prevent a complaint from escalating to a formal complaint by finding a resolution. The team contacts customers by phone.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CE01 - B/DAT referral escalated to B/DAT Team. Decision will be sent to clmt in due course Backdating request has been forwarded to the Backdating Team. This will be dealt with as a priority case. The Backdating Team will then issue a decision notice and any payment due.
CE02 - DOP case. TCO Escalations Team unable to deal with DOP case. Please do not re-refer this issue The TCO Escalations Team is unable to take any action on disputed overpayment cases. Please don’t send the overpayment dispute case again as no action can be taken.
CE03 - System fix attempted. Please do not make any further amendments until team 12 action is closed An amendment has been made to attempt to fix an issue. Please don’t make any changes to the case until Household Notes state that TCO Escalations Team has completed its action on the case.
CE04 - Man Pyt calc and requested. Clmt adv may incur a recoverable o/p Manual payments have been calculated and sent for authorisation. It’s been explained to the customer that the computer may make an additional payment covering the same period as the manual payments. This would cause an overpayment, which may be recoverable.
CE05 - Formal complaint case. TCO Escalations unable to deal with this issue. Please do not refer this issue. Clmt will be sent a reply to complaint in due course The TCO Escalations Team is unable to take any action regarding this particular issue. The issue will be addressed when customer receives a reply to their formal complaint. Please don’t send this again as no action can be taken by the TCO Escalations Team.
CE06 - UTC (insert details). Unable to deal with case as unable to contact clmt. Case closed Unsuccessful phone calls to customer. An adviser has been unable to make contact, the case has been closed and can no longer be dealt with without a further referral.
CE07 - PVE adjustment of £(XX.XX) covering period (DD/MM/YY) to (DD/MM/YY). Reason for adjustment (Under/overpayment) by employer Adjustment has been made to the figure of WTC paid via employer between the dates stated. This is because the employer has paid more (or less) than the amount authorised on the tax credits computer.
CE08 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

 

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MP Hotline

Answer phone calls from MPs and their assistants regarding complaints relating to all areas of TCO.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CH01 - CoC not updating. Manual pmts set up. £(XX.XX) CTC and £(XX.XX)WTC. Back pay due (DD/MM/YY) then every 4 wks from (DD/MM/YY): £(XX.XX) CTC and £(XX.XX) WTC. Health warning given The computer isn’t updating after a change of circumstances has been entered and manual payments have been set up. The health warning is to advise that, while the computer is paying this money, an overpayment may occur.
CH02 - TC846 rcvd and passed to DOP Team to be given MP priority An overpayment dispute form TC846 has been faxed through from the MP’s office. This has been passed to the Disputed Overpayment Team to deal with urgently.
CH03 - Complaint (insert ref.no) chased up with 1st Tier MP team A written complaint received previously is being chased up.
CH04 - Pmts dropping off. Manual pmts set up £(XX.XX) CTC £(XX.XX)WTC due (DD/MM/YY) then every 4 wks from (DD/MM/YY) at £(XX.XX) CTC and £(XX.XX) WTC. Health warning given The customer’s payments are disappearing from the schedule so we’ve issued manual payments until the tax credits computer is fixed. We have also advised that the customer may get paid by the computer as well and therefore may be overpaid.
CH05 - Claim incorrectly terminated. Original HH ended (DD/MM/YY) and re-captured from (DD/MM/YY) The customer’s award has been terminated in error by the computer. The household end date has been entered so that the claim can start again from the day after the last one was ended
CH06 - PVE for (insert tax year) disputed. Referred to PVE Team for actual figures PVE amounts are being disputed by the cusotmer. The PVE Team has been asked to confirm the actual amounts paid
CH07 - TC846 chased up with DOP team Self-explanatory
CH08 - Backdating stencil sent A backdating request referral has been received and forwarded to the Backdating Team
CH09 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory
This Note no longer used from 31 May 2014  
CH10 - AT Same day payment request made to Enquiry Centre Support Team. Request approved. Customer referred to [insert Enquiry Centre name and location] to collect payment for amount £XXXX.XX [enter amount]. Group/Team. PI Number. Initials. Date [DD/MM/YY] No longer used from 31 May 2014  
  CH11 - AT Arranged to pay next day payment for £XXXX.XX. Referral to Manual Payment Team made (DD/MM/YY) (Group/Tm) (Location/ID) Self-explanatory

 

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Tier 1 MP complaints

The Tier 1 MP Team deals with cases where an MP has sent the first formal letter of complaint on behalf of the customer. The team will investigate the cause of the complaint and carry out repair work and arrange manual payments, if necessary. The reply is sent direct to the customer’s MP.

Please ensure that the relevant standardised reference shown below is added to the end of the message. 

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CM01 - 1st Tier MP complaint (YYYY/MM-XXXXXX) cleared. Letter sent to MP. MP referral and corre forwarded to (insert group) to investigate (insert reason and relevant tax year) Self-explanatory.
CM02 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared. Letter sent to MP. (insert details of redress payments made to claimant) Self-explanatory.
CM03 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.

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Once and Done Team

The Once and Done Team deal with enquiries from PT Operations managers where customers calling the helpline are dissatisfied with the service provided to them. The aim of the team is to prevent escalation to complaints.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CO01 - Once & Done (Initial/further) action taken (insert details). BF date (DD/MM/YY) Init. Once and Done action is being taken.
CO02 - Once & Done (Initial/further) action outcome of decision (Insert details) Init. Once and Done action has been completed and an outcome decision reached.

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Policy Liaison and External Relations Team

Draft the answers to parliamentary questions and contribute to briefings for HMRC senior managers and the Paymaster General.

Please ensure that the relevant standardised reference shown below is added to the end of the message. 

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CP01 - PQ raisd on clm For information only. A Member of the House of Commons or the House of Lords, who doesn’t hold Government Office, has asked a Parliamentary Question (PQ) on this claim.
CP02 - Claim under Judicial Review. Contact PL&ER on (insert ext number) Judicial Review is a procedure whereby a dissatisfied customer may ask the Courts to review the manner in which officials exercise the powers given to them by Parliament. Check with Policy Liaison before taking any action on this claim.
CP03 - Judicial Review closed TCO action on the Judicial Review has been completed.

 

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Tier 1 complaints

The first complaint received from a customer is known as a Tier 1 complaint. These complaints are answered over the phone or by letter. The case may also need to be repaired and a decision must be made on whether to pay redress to the customer. If the case can’t be repaired, manual payments are arranged.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
CT01 - 1st Tier complaint received dated (DD/MM/YY). Reference number (YYYY/MM-XXXXXX). Acknowledgement letter sent This message is put in Household Notes by the member of staff that registers the complaint on the CCS (Complaints and Correspondence) database. Each complaint is given a reference number.
CT02 - 1st Tier complaint (YYYY/MM-XXXXXX). Letter sent to (name) explaining details have been sent to (Group) for them to look at (insert reason) again A Tier 1 complaint has been received. A letter has been sent to the customer explaining that their complaint has been forwarded to another work area for them to reconsider.
CT03 - Successful telephone call made to (Name) re 1st Tier complaint (YYYY/MM-XXXXXX) now cleared. (Group) apologised for inconvenience caused. Payment of £(XX.XX) for worry and distress and £(XX.XX) costs issued to (insert details) A successful phone call has been made to the customer and the customer is happy to settle their complaint. A payment for worry, distress and costs has been issued to the customer.
CT04 - Letter sent to (insert details) re 1st Tier complaint (YYYY/MM-XXXXXX). (Reason for letter). Reported to TLO A letter has been sent regarding the Tier 1 complaint received. The letter may be sent to a customer or their representative explaining the delay in putting right the problems with the claim. The issue has been reported to the Technical Liaison Officer (TLO).
CT05 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call) to (Name). Correct FTNAE date (DD/MM/YY) entered for child (insert child’s name) A Tier 1 complaint has been cleared by letter or phone call. The correct date for full-time non-advanced education (FTNAE) has been entered on the computer.
CT06 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call) to (Name). Awaiting bank statements from the claimant to reimburse bank charges A Tier 1 complaint has been cleared by letter or phone call but we’re waiting for the customer to send in their bank statements so that the bank charges they have paid can be paid back to them.
CT07 - 1st Tier complaint (YYYY/MM-XXXXXX) forwarded to (insert details) Self-explanatory.
CT08 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call). Restore stencil completed as good cause approved Self-explanatory. A stencil has also been completed to request that the case is restored on the computer so that payments are sent to the customer.
CT09 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call). M1 stencil sent to (insert details about group, reason and any payments made) Self-explanatory. An M1 stencil has been sent due to a technical problem with the case on the computer. A redress payment may also be made to the customer.
CT09 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by CAT 4 letter as not enough information provided to reconsider the overpayment decision The 1st tier complaint has been cleared by letter as the customer hasn’t provided enough information for TCO to reconsider the overpayment decision
CT10 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by letter. TC846 and COP26 issued to claimant The Tier 1 complaint has been cleared and a TC846 - Reconsider recovery of Tax Credits overpayment proforma and a COP26 - a form to give details of how to dispute an overpayment has been send to the customer.
CT11 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.
CT12 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP decision fully recoverable (£00.00) Self-explanatory.
CT13 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP decision fully remitted (£00.00) Self-explanatory.
CT14 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP recoverable (£00.00)/ part remitted (£00.00) Self-explanatory.
     
  CT15 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) received. Unable to work due to no authority to act received. Self-explanatory.
  CT16 - 1st Tier Complaints received re XXXXXX, unregistered. No further action required. Self-explanatory.

 

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Tier 3 complaints

Deal with tax credits complaints that have escalated to Tier 3. This could include disputed overpayments, misadvice and delays in responding at the previous two tiers or poor complaints handling.

Note: ‘PHSO’ stands for Parliamentary and Health Service Ombudsman. ‘Adjo’ stands for Adjudicators Office.

Important note: When adding messages CW02 to CW04, please remember to delete the previous standardised message entered on Household Notes.

Please ensure that the relevant standardised reference shown below is added to the end of the message.

  • CP NW & NE - ‘CP Number/Grp Number/Task/Building/Floor or Room/PID’
  • Compliance & EFAC – ‘CO number/HO number/PID/contact number’
Message Explanation
   
*\*PLEASE READ**CW01 - Informal Ombudsman / Adjo complaint received byCSSG Tier 3(This content has been withheld because of exemptions in the Freedom of Information Act 2000) Pass all corre to (enter address). Process Changes / Renewal as per guidance Self-explanatory.
*\*PLEASE READ**CW02 - Informal Ombudsman / Adjo complaint being investigated by CSSG Tier 3. (enter drafters name, ext & PI). (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Pass all corre to (enter address). Process changes / Renewal as per guidance Self-explanatory.
Note: When selecting case to be investigated, drafter to delete message CW01 and add CW02. Amend wording if necessary.    
  *\*PLEASE READ**CW03 - TCO CSSG TIER 3 complaint, report sent to Ombudsman / Adjudicator. (Recovery to proceed / OP remitted). (enter drafters name, ext & PI). (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  

Self explanatory.

Note: When report sent to Adj. If complaint is a disputed overpayment, ‘Recovery to proceed’ or O/P remitted’ or ‘O/P remitted’ should be added at the end of the message.

Note: If an AAQ is received, update CW03 to reflect this and add any relevant details.    
  CW04 - Informal Ombudsman/Adjo complaint closed (date) for drafter (drafter & PI), TCO, CSSG Tier 3. (Add any redress) ECCS ref (add ref). Self-explanatory.
Note: When case closed, by Admin Team.    
  CW05 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.