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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Specialist areas - Specialist Trace: Claim form referrals - no NINO / BFPO / incorrect date of birth

Checklist

Before you follow this guidance make sure you have access to the

* Access to DWP Data (ADD) system
* Taxpayer Business Service (TBS).

Background

As part of the Identity Authentication Service (IDAS), Contact Centre advisers will try to confirm the identity of a customer through a new Authentication Business Service (AUTHBS).

This will create a series of questions, that a genuine customer could reasonably expect to know the answer to, using existing HM Revenue & Customs (HMRC) data or data from Experian (a third party source that gathers commercial data)

Step 1

Access the Pseudo Referral inbox called No NINO referral

* select the referral you want
* go to .

Step 2

If you are dealing with a No NINO referral, go to .

If you are dealing with a NINO not NIRS referral, go to .

If you are dealing with a BFPO referral, go to .

If you are dealing with an Incorrect Date of Birth referral, go to .

Step 3

Trace a NINO for the customer using the details on the No NINO Referral form and compare them with the details held on ADD and TBS.

Note: Also refer to the NINO Issue Date Table and any other data you have access to that will enable you to trace the customer’s NINO.

If you find a NINO with details that exactly match those on the referral form, go to .

If you do not find a NINO with details that exactly match those on the referral form, go to .

Step 4

Note: Do not enter the customer’s NINO on the letter.

Note: Issue the letter to the address provided on the No NINO Referral form.

Send a TC1020 letter to the customer or their personal acting body

then

* take no further action.

Step 5

If you have not been able to trace a NINO with details that exactly match those on the referral form, go to .

If you have been able to trace a NINO but have been able to find a possible match, go to .

Step 6

Check whether the customer(s) live in a closed postcode area, or one which is about to close and if they are of Pension Credit Qualifying Age (PCQA).  For how to do this, use TCM1000628.

If you are dealing with a postcode area has already closed, go to .

If you are dealing with a postcode area that is due to close within 21 days, go to .

If the postcode area is open, go to .

Step 7

If the household contains a customer who is of PCQA

Note: You must not issue a blank claim form to the customer.

Obtain a TC600 claim pack and

* put XX XXXXXX X in the NINO field on the TC600 claim form and the TC600A additional pages
* complete page one of the claim form with the customer’s personal details and part one of the TC600A additional pages
* complete a TC1021 letter
* attach the TC1021 letter to the TC600 claim form
* stamp the TC600 claim form and the TC1021 letter with the ‘STU’ stamp in red ink
* issue them to the customer at the address provided on the No NINO / NINO not NIRS Referral form
* record the customer’s details on the AUTHBS database
* take no further action.

If the household does not contain a customer who is of PCQA

* go to .

Step 8

If the household contains a customer who is of PCQA

* go to .

If the household does not contain a customer who is of PCQA

* go to .

Step 9

Contact the customer, for how to do this, use TCM0094080

If you were able to contact the customer

You will need to tell the customer:

* Universal Credit is a new benefit that is replacing a range of existing benefits including tax credits
* as they are of working age and living in a Universal Credit area, the law states they are not eligible to tax credits but can claim Universal Credit. To do this they will need to claim online.
* they cannot claim tax credits and Universal Credit at the same time

If you were not able to contact the customer

* issue letter TC27 to the customer
* take no further action.

Step 10

Contact the customer, for how to do this, use TCM0094080

If you were able to contact the customer

You will need to tell the customer:

* their postcode area is due to close and they will need to make a new claim to tax credits before this happens
* capture claim over the phone.  For how to do this, following guidance in [TCM0066100](https://www.gov.uk/hmrc-internal-manuals/tax-credits-manual/tcm0066100).

Note: if the customer(s) are not of PCQA and live in a postcode area which is due to close within 21 days, tell them they will need to make a claim before their postcode area closes.

If you were not able to contact the customer

* go to .

Step 11

Note: You must not issue a blank claim form to the customer.

Obtain a TC600 claim pack and

* put XX XXXXXX X in the NINO field on the TC600 claim form and the TC600A additional pages
* complete page one of the claim form with the customer’s personal details and part one of the TC600A additional pages
* complete a TC1021 letter
* attach the TC1021 letter to the TC600 claim form
* stamp the TC600 claim form and the TC1021 letter with the ‘STU’ stamp in red ink
* issue them to the customer at the address provided on the No NINO / NINO not NIRS Referral form
* record the customer’s details on the AUTHBS database
* take no further action.