Beta This part of GOV.UK is being rebuilt – find out what this means

HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Payment - work lists: Bank Liaison - Applicant Failed Payment - £2,000 or under

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0138020 
  • 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 are in the correct MU. Use TCM0322460 for the correct MU number.

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

Select the first un-worked item on the ‘Applicant Failed Payments’ (AFP) work list.

If the work list item relates to a failed payment of over £2,000 or has been suspended by ‘Validate Large Payments’ (VLP)  

  • transfer work list entry to ‘VLP’ work list. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023
  • complete locally held stats sheet
  • take no further action.

If the work list item relates to a failed payment which was paid by cashcheque 

  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160 
  • complete locally held stats sheet
  • take no further action.

If the work list item is showing ‘Beneficiary Deceased’

  • transfer work list entry to ‘Priority 1’ Team work list. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • complete locally held stats sheet
  • update Household Notes with the message PA29 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the work list item relates to a ‘Secure Management Unit’ (SMU) case

  • complete form TC669 ‘Unauthorised Access Form’
  • transfer work list entry to ‘SMU’ Team work list. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • complete locally held stats sheet
  • take no further action.

If the work list item relates to a ‘Complex’ case

  • transfer work list entry to ‘Complex’ Team work list. Use TCM0322460 for the correct MU number. For how to do this, use TCM1000023 
  • complete locally held stats sheet
  • update Household Notes with the message PA31 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the work list item relates to a ‘Compliance’ case

  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160 
  • take no further action.

If you are dealing with a BF following a change, go to .

If none of the above, go to .

Step 2

Check the ‘Applicant Failed Payments’ work list for the reason why the payment failed. For how to do this, use TCM1000321.

If the failed payment was created due to date being shown as zeros, go to .

If the failed payment was created due to one of the following reasons

  • closed or invalid bank account
  • no reason given
  • go to .

Step 3

Check if the failed payment is a ‘User Requested payment’ (URP) by Bacs. For how to do this, use TCM1000144.

If the failed payment is a URP by Bacs

  • refer back to originator
  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA31 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the failed payment is not a URP by Bacs, go to .

Step 4

Check if the address is RLS. For how to do this, use TCM1000510.

If the address is RLS

  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA30 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the address is not RLS, go to .

Step 5

In function ‘Correction’

  • check if bank details have been updated since issue date of the failed payment. For how to do this, use TCM1000325.

If bank details have been deleted

  • remove the ‘Payment Suspension’ marker. For how to do this, use TCM1000327 

Note: remove the ‘Payment Suspension’ markers for both customers, if applicable.

  • re-issue the payment. For how to do this, use TCM0212060 
  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA40 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If bank details have been updated since the issue date of the failed payment

  • check if the change has been processed . For how to do this, use TCM1000427selecting the latest award version
  • go to .

If bank details have not been updated since the issue date of the failed payment, go to .

Step 6

If the change has been processed

  • remove the ‘Payment Suspension’ marker. For how to do this, use TCM1000327 

Note: remove the ‘Payment Suspension’ markers for both customers, if applicable.

  • re-issue the payment. For how to do this, use TCM0212060 
  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA38 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the change has not been processed

  • BF until change has processed
  • take no further action.

Step 7

Send letter ‘TC652’ to the customer asking them to contact the Tax Credits Helpline

  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA37 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

Step 8

If the payment relates to ‘Current Year’ (CY)

  • check if the customer has moved abroad. For how to do this, use TCM1000111 
  • go to .

If the payment relates to ‘Previous Year’ (PY)

  • check the ‘CY’ award for new bank details. For how to do this, use TCM1000325 
  • go to .

If the payment relates to ‘PY’, but an overpayment means no payments are due

  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA38 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the payment relates to ‘PY’-1 or earlier

  • check the ‘Applicant Failed Payments’ work list for the failed payments due date. For how to do this, use TCM1000320 
  • go to .

Step 9

If the customer has moved abroad

  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA39 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If the customer has not moved abroad, go back to .

Step 10

If bank details have not been updated since the issue date of the failed payment, go to .

If bank details have been updated since the issue date of the failed payment

  • access ‘PY’ claim using ‘Correction’ and amend bank details. For how to do this, use TCM0046040 
  • BF until change has processed
  • take no further action.

Step 11

If the cancelled payment is shown

  • check the ‘CY’ award for new bank details. For how to do this, use TCM1000325 
  • go back to .

If the cancelled payment is not shown

  • issue TC648 to ‘Manual Payments’ Team via e-mail to (This content has been withheld because of exemptions in the Freedom of Information Act 2000)  
  • delete the ‘Applicant Failed Payments’ work list item. For how to do this, use TCM1000160 
  • update Household Notes with the message PA31 from TCM0168020. For how to do this, use TCM1000001.