Specialist areas: Rapid Data Capture: Rapid Data Capture - exceptional claims - handling (AG)

To handle exceptional claims, consider steps 1 to 7.

Step 1

Aspire Netherton staff will clearly identify the reason for the exception.

If the claim exceeds eight critical errors, go to Step 2.
If the claim fails the minimum data set, go to Step 3.
If the claim has a relevant attachment or is a special needs request, follow the guidance in TCM0298200.

If the claim has more than eight critical errors

pass the claim to the HMRC Netherton staff for them to manually capture the claim
take no further action.

If the claim fails the minimum data set, try to repair the exception

phone the customer and ask for the missing information. Follow the guidance in TCM0094080

Note: Don’t write to the customer if you can’t contact them by phone.

use the computer to try and trace the missing details for the customer. For guidance about tracing, use TCM1000115.

If you obtain the missing information

Note: You must ensure that the repaired claim forms are returned to Aspire in batches in date order.

If you aren’t able to obtain the minimum information by using the computer or phoning the customer, check if there is an address on the claim.

If an address exists

complete form TC646
date stamp the claim form with the original date of receipt
return the claim form to the customer enclosing a return envelope addressed to Netherton.

If there isn’t an address on the claim, check the claim to determine if there are any Child Benefit details.

If there are Child Benefit details, send the claim form to the Post Room (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
If there aren’t any Child Benefit details, discard the claim form in confidential waste.