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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

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 .
  • If the claim fails the minimum data set, go to .
  • If the claim has a relevant attachment or is a special needs request, follow the guidance in TCM0298200.

Step 2

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.

Step 3

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.

or 

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

Step 4

If you obtain the missing information

  • write the new information under the appropriate box on the original claim form
  • use the MDS date stamp to stamp above question 1.3 on the claim form
  • return the claim to Aspire for scanning.

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

Step 5

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 there is an address, go to .
  • If there isn’t an address, go to .

Step 6

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.

Step 7

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.