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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Payment - direct payments: Direct payments - TC1088 letter issued - customer query

Version 1.0

Changes 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’re in the correct MU. Use TCM0322460 for the correct MU number
  • you’ve access to the National Insurance and Pay As You Earn (NPS) system
  • you’ve access to the Self Assessment 2000 (SA) system.

Background

The Validate Large Payment team checks cases against other HMRC systems to ensure the information we hold is correct. This may mean that they could amend the customer’s income.

This guidance is to be used when the customer queries the changes we’ve made.

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’re dealing with a pseudo referral, go to .

If you’re dealing with a letter from the customer, go to .

If you’re dealing with an expired BF, go to .

If you’re dealing with a reply to a previous enquiry and all the information has been provided, go to .

If you’re dealing with a reply to a previous enquiry and all the information hasn’t been provided, go to .

Step 2

Update Household Notes with the message PJ01 from TCM0168020. For how to do this, use TCM1000001 

  • go to .

Step 3

Check the pseudo referral or letter to determine if the customer has provided enough information to deal with their query.

If the customer has provided enough information to deal with their query, go to .

If the customer has provided enough information but you need to discuss the information with the customer, go to .

If the customer hasn’t provided enough information to deal with their query, go to .

Step 4

Phone the customer, follow the guidance in TCM0094080.

If you are able to contact the customer by phone, go to .

If you aren’t able to contact the customer by phone, go to .

Step 5

Discuss the information or query with the customer.

If you are able to resolve the query with the customer, go to .

If you aren’t able to resolve the query with the customer and documentary evidence is required, go to .

If you aren’t able to resolve the query with the customer and no further documentary evidence is available, go to .

Step 6

Attempt to phone the customer a second time at a different time of the day to obtain the required information or discuss their query. Follow the guidance in TCM0094080.

If you are able to contact the customer by phone, go to .

If you aren’t able to contact the customer by phone, go to .

Step 7

Send form TC1109 to the customer

  • set a clerical BF date of 30 days in the future
  • update Household Notes with the message PJ02 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

Step 8

Check the information in the letter and if appropriate the information provided by the customer

  • photocopy any documents provided by the customer
  • go to .

Step 9

Check NPS/SA to confirm the PY income for the customer and their partner, if applicable and compare this figure to the income on the system and the information provided by the customer.

If the customer and their partner, if applicable, income needs amending

  • follow the relevant Changes guidance
  • go to .

If the customer and their partner, if applicable, income doesn’t need amending, go to .

Step 10

Send form TC1110 to the customer and if appropriate, return any documents provided by the customer

  • update Household Notes with the message PJ03 from TCM0168020. For how to do this, use TCM1000001 
  • go to Step 13.

Step 11

Has the customer replied to the TC1109?

If the customer has replied to the TC1109, go to .

If the customer has not replied to the TC1109, go to .

Step 12

Note: Don’t amend the claim or issue a letter to the customer.

  • update Household Notes with the message PJ04 from TCM0168020. For how to do this, use TCM1000001 
  • go to .

Step 13

Send any documentation to storage, follow the guidance in TCM0074140.