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HMRC internal manual

Tax Credits Manual

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HM Revenue & Customs
Updated
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Notes - Standardised Messages (E to G): Standardised Messages - F - Incorrectly-ended cases and No Trace cases

 

Incorrectly-ended cases (codes start with FI)

No Trace cases (codes start with FN)

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’

 

Incorrectly-ended cases

These are cases that are not in payment. Incorrect overpayments are created on the tax credits computer. M1 referrals are received from Enquiry Centres, MP Hotline, Director’s Complaints Team, Customer Relations Team, Appeals, Overpayments and the Manual Payments Team. These cases are reinstated using system workarounds.

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
   
FI01 - M1 received. Attempted to reinstate award by amending (insert child/work details). Case BF’d until (DD/MM/YY) for workaround to take effect An M1 referral has been received requesting the case be reinstated. A system workaround is done which may include amending some of the details held on that particular case. These workarounds can take a number of days to process so the referral has been placed in BF for a week.
FI02 - M1 referral form held under EARS (insert number) as corrective action has failed to reinstate the award A system workaround has been done but has failed to put the award back into payment. The M1 referral is held waiting for further guidance.
FI03 - M1 put into PA as corrective action has reinstated the award. No further action The system workaround that was done has reinstated the award. The M1 referral has been filed away and no further action is necessary.
FI04 - M1 received Award in payment. No further action An M1 referral has been received but the award is already in payment. No further action is necessary.
FI05 - M1 received. Award correctly ended (insert reason). No further action An M1 referral has been received but the award was ended correctly. This can happen for many reasons - for example, the customer is not working the qualifying hours or the household has ended.
FI06 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.
FI07 - M1 referral form held under EARS (insert number) as claim was system terminated on (DD/MM/YY). No further action taken As the claim has been system terminated, we’re unable to progress these cases until further guidance is received.
FI08 - M1 received on Group 22, team 4 An M1 referral has been received on Group 22, team 4.
Note: Prior to 5 April 2008, the explanation read ‘The M1 has been registered on Team 6 and will be looked at shortly’.    
  FI09 - M1 received. Transferred to (insert details) Self-explanatory.
  FI10 - M1 referral form held under EARS (insert number). Cannot restore as awaiting guidance An M1 referral is held waiting for further guidance.
  FI11 - M1 referral form held under EARS (insert number). No corrective action identified An M1 referral is held waiting for further guidance.
  FI12 - M1 received. Previous M1 held under open EARS (insert number). No Action required An M1 referral has been received. Possible duplicate as claim has previously been worked and held under the EARS reference number quoted.

 

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No Trace cases

An M1 referral or correspondence is received stating the customer has not received any payments but they have submitted a claim. If there is no trace on the tax credits computer, a new claim pack is sent to the customer.

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
   
This Note no longer used from 16 July 2012  
FN01 - TC600 issued by No Trace following receipt of M1 referral stating (insert details) has made a (joint/single claim) with (partner’s name) A new claim form is sent to the customer for completion if a joint claim hasn’t appeared on the tax credits computer. This note is entered on the old claim, which has been terminated because the household has ended.
  This Note no longer used from 16 July 2012
FN02 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) Self-explanatory.  
  FN03 - Correspondence received. Household notes show that a TC600 was issued to customer on DD/MM/YY. No further action is necessary. Self-explanatory.
  FN04 - Correspondence received DD/MM/YY, BF to (insert 2 week BF date) (insert initials and date) Correspondence received. Unable to trace a new application on the tax credit system. Correspondence has been placed in BF for 2 weeks. If no new application is received a new TC600 will be issued.
  FN05 - TC600 and TC1200 letter issued on DD/MM/YY following receipt of correspondence. Issued to latest address on ADD. Self-explanatory.
  FN06 - TC600 and TC1200 letter issued on DD/MM/YY following receipt of correspondence. Issued to address on correspondence. Self-explanatory.