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HMRC internal manual

Tax Credits Manual

Payment - returned or not received: Cashcheque returned (Info)

When a computer-generated cashcheque is returned, it must be dealt with as a matter of urgency. If it isn’t possible to deal with the cashcheques on the same day that they’re received, the cashcheques must be securely locked away overnight.

Note: Computer-generated cashcheques were used as a method of payment until April 2017, from this date customers are required to be paid directly into a bank or building society account.

Computer generated cashcheques will be returned to you if they’re

  • made out to someone other than the customer
  • damaged - for example, torn, washed or spoiled
  • more than one month old and can no longer be cashed
  • sent to reduce an overpayment
  • returned undelivered by the Royal Mail - for example, it’s RLS or the address doesn’t exist
  • reported lost, stolen or not received and then found.

Returned cashcheques will be cancelled (made void) on receipt, by the central post room before being forwarded to you.

Where the cashcheque is returned because the payee name has been changed or the cashcheque otherwise amended, send the cashcheque with any correspondence and a completed form TC648 (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

All other cashcheques must be

  • cancelled and, we will contact the customer to obtain bank or building society details if none held
    Note: Once the reason for the failure has been resolved, re-issue payment using Function RECORD FAILED PAYMENT (or, for a manual payment, by using Function USER REQUESTED PAYMENT). The payments to the customer are re-profiled. The cancelled payment reduces the amount already paid to the customer and will be included in any payment arrears issued by the computer. For more information on payment profiling, follow the guidance in TCM0232200.
  • forward to Revenue Finance, Worthing for storage.

The following guidance includes the range of options for corrective action for cancelled cashcheques. The computer will re-issue system payments but won’t re-issue manual payments. Some will require manual re-issue until any problem has been resolved. The Function USER REQUESTED PAYMENT can be used to set up manual payment. If this isn’t available, you can use form R92TC.

There is an Action Guide for this subject, select TCM0236100 to access it