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HMRC internal manual

Tax Credits Manual

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. 
  • 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 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
  • 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 
  • 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 
  • 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 
  • update Household Notes with the message PA44 from TCM0168020. For how to do this, use TCM1000001 
  • take no further action.

If you are dealing with a priority case, shown with the letter ‘P’ next to them on the work list, go to Step 12.

If you are dealing with a work list item and the customer has already received their initial off system payment and household note PA42 present, go to Step 18.

If you are dealing with a BF following a change, go to Step 6.

If you are dealing with a expired BF after a referral to the manual payments team, go to Step 17.

If none of the above, go to Step 2.

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 Step 3.

If the failed payment was created due to closed, invalid bank account or no reason given, go to Step 8.

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 work list entry from ‘AFP’ work list. 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.

Step 4

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

If the address is RLS

  • delete work list entry from ‘AFP’ work list. 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.

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 updated since the issue date of the failed payment

  • check if the change has been processed. For how to do this, use TCM1000427 selecting the latest award version
  • go to Step 6.

If bank details have not been updated since the issue date of the failed payment, go to Step 7.

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 work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • update Household Notes with the message PA28 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.

Step 7

Where bank details have not been updated since the failed payment.

  • send letter TC652 to the customer asking them to contact the Tax Credits Helpline
  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • update Household Notes with the message PA27 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 Step 9.

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 Step 10.

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

  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • update Household Notes with the message PA49 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 11.

Step 9

If the customer has moved abroad

  • delete work list entry from ‘AFP’ work list. 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 3.

Step 10

If bank details have not been updated since the issue date of the failed payment, go back to Step 7.

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.

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 Step 10.

If the cancelled payment is not shown

  • issue TC648 to ‘Manual Payments’ Team via e-mail (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • delete work list entry from ‘AFP’ work list. 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.

Step 12

Contact the customer by telephone to request bank details. Follow the guidance in TCM0094080

If you are able to contact the customer and they provide bank details

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • update Household Notes with the message PA46 from TCM0168020. For how to do this, use TCM1000001
  • take no further action.

If you are unable to contact the customer or they cannot provide bank details, go to Step 13.

Step 13

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

If the address is RLS

  • delete work list entry from ‘AFP’ work list. 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 14.

Step 14

Consider the information held on the Child Benefit or Common Enquiry System to see whether the customer receives benefit into a bank account in their name. For how to do this, use TCM1000230 and TCM1000260.

If the customer receives benefit into a bank account in their name

  • update the bank account details on the claim. For how to do this, use TCM1000061
  • issue TC1070
  • update household with the message PA45 or PA46, from TCM0168020. For how to do this, use TCM1000001
  • 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 work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • take no further action.

If the customer does not receive benefit into a bank account in their name, go to Step 15.

Step 15

Check if the claim is a single or joint claim. For how to do this, use TCM1000324.

If it is a single or joint claim with no bank details, go to Step 16.

If it is a joint claim and there are only one set of bank details on the claim

Step 16

Consider household notes to consider the method of payment.

Check NTC for the date and amount of the payment due. For how to do this

  • open worklist
  • select household account
  • select postings
  • select the latest payment, when error message ‘No information currently available. Payment not yet issued’ appears this identifies that payment can be issued.

If there is a household note stating the customer is allowed non bank payments

If there is not a household note stating the customer is allowed non bank payments

Step 17

Check to see if the payment has been posted. For how to do this, use TCM1000447.

If the payment has been posted

  • remove the payment suspension. For how to do this, use TCM1000327
  • set the payment frequency to four weekly
  • delete the system generated message *\*PYMTS CURRENTLY SUSPENDED AS ACCOUNT UNDER REVIEW TO ALLOW OFF SYSTEM PAYMENT*** and retained Household note \*FAST TEAM - FAO BANK LIAISON 1ST PAYMENT ALLOWED AS NON-BANK PAYMENT** if applicable
  • update Household Notes with the message PA43 from TCM0168020. For how to do this, use TCM1000001
  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160.

If the payment has not been posted

  • complete the manual payments to be posted spreadsheet and refer to the designated e-mail contact
  • update the Household Notes with the message PU05 from TCM0168020. For how to do this, use TCM1000001
  • BF the case for 10 days to check whether payment has been posted.

Note: Where payments have not been posted check previous years. If the payment has not been posted after the BF cycle or to the wrong year, refer to your TALLO for advice.

Step 18

If the customer has already received their initial payment off system and a household note indicates entitlement to ongoing non bank payments

  • check NTC for the period and amount of the failed payment. For how to do this
    • open worklist item
    • select household account
    • select postings
    • select the latest payment, when error message ‘No information currently available. Payment not yet issued’ appears this identifies that payment can be issued
  • complete the manual payment referral form from SEES
  • send the referral to the manual payment team by email to (This content has been withheld because of exemptions in the Freedom of Information Act 2000) stating in the subject field BANK LIAISON ongoing non bank payment
  • update Household Notes with the message PA42 from TCM0168020. For how to do this, use TCM1000001
  • BF the case for 10 days to check payment has been posted.

If the customer has already received their initial payment off system and no household note indicating entitlement to ongoing non bank payments

  • suspend payments using reason ‘No bank details’ if not already applied. Follow the guidance in TCM0212240
  • update Household Notes with the message PA48 from TCM0168020. For how to do this, use TCM1000001
  • delete work list entry from ‘AFP’ work list. For how to do this, use TCM1000160
  • take no further action.