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HMRC internal manual

Tax Credits Manual

HM Revenue & Customs
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Payment - returned or not received: Payment returned or not received (Introduction)

Tax credit payments are made by sending a cashcheque by post or by making a direct payment to a customer’s nominated account. Most of these payments are made successfully but a small proportion fail for a variety of reasons.

A payment may not be made into an account because

  • the customer has provided the wrong account number
  • the account number has been mistyped when it was captured
  • a cashcheque may have been lost or stolen
  • a cashcheque may not have been delivered
  • the cashcheque may have been damaged.

When a payment fails, the customer will first contact a Contact Centre. The advisers will investigate the cause of the problem that has prevented the payment from being made and, where possible, will correct the problem.

This action will not always replace the payment that has failed and, sometimes, the adviser will not be able to resolve the problem. In these circumstances, they will refer the failed payment to TCO for further investigation and for the missing payment to be replaced.

This section of the Manual provides guidance on dealing with

  • referrals for failed BACS payments
  • returned cashcheques
  • completed TC241 declaration forms.