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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

Specialist areas: international - pre-award: international pre-award claims - incomplete applications with abroad involvement

Reasons not to follow this guidance

You do not need to follow this guidance if

  • you are working a Verification Failures work list item.

Checklist

Before you follow this guidance, make sure

  • you follow the guidance in TCM0306100 
  • you will 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 Incomplete Applications work list item you want to work, go to .

Step 2

On the ‘Summary screen’ (SM) check if there are entries in the ‘Repair Summary’ box.

If there are any entries in the repair box

  • input SM screen note ‘Please action repair as Incomplete and return to Complex MU if required’
  • select ‘cancel’
  • transfer the work list item to Incompletes MU. Use TCM0322460 for the correct MU. For how to do this, use TCM1000023 
  • return to the guidance you were previously following.

If there are not any entries in the repair box, go to .

Step 3

Check the ‘Income’ screen for estimated earnings of £99999.

Note: This estimated income can be found in ‘Earnings’ or ‘Other Income’.

If the Household Income is shown as £99999

  • make a note on the TC648, further enquiries are required to obtain an actual income
  • go to .

If the Household Income is not shown as £99999, go to .

Step 4

Using function ‘Application Change of Circumstances’

  • update the free format screen with the standardised message II37 from TCM0160040. For how to do this, use TCM1000036 
  • update the free format screen with any change of circumstances that are not already shown
  • record on form TC648 any change of circumstances that are not already shown
  • go to .

Step 5

In the ‘Application Notes’ screen

  • enter the message ‘Potential Complex case, transfer all work list items to MU 286113’
  • select ‘OK’
  • select ‘Process’
  • go to .

Step 6

If the message ‘The information captured indicates that the application may be ineligible. This application may be rejected’ appears

  • select ‘Process’
  • go to .

If the message ‘Application will be processed. Do you wish to proceed?’ appears

  • select ‘Process’
  • go to .

Step 7

Make a note of the customer’s NINO and check if a verification failure has been generated and the MU it is located in. For how to do this, use TCM1000142.

Note: If you will process an Incomplete, it may take 24 hours for a verification failure to be created.

If a verification failure is present

  • transfer the verification failure to the MU that you work from. For how to do this, use TCM1000023 
  • go to .

If a verification failure is not present, contact your TALLO for further advice.

Step 8

Access the case you are working from the MU you have transferred it to

  • use the International claims pre-award guidance aid.

Step 9

Make a note of the customer’s NINO and check if an Unprocessed Change of Circs work list item has been created and the MU it is located in. For how to do this, use TCM1000142.

Note: If you will processed an Incomplete, it may take 24 hours for a work list item to be created.

If an Unprocessed Change of Circs work list item has been created

  • transfer the Unprocessed Change of Circs work list item to the MU that you work from. For how to do this, use TCM1000023 
  • go to .

If an Unprocessed Change of Circs work list item has not been created, contact your TALLO for further advice.

Step 10

Access the case you are working from the MU you have transferred it to

  • use the International claims pre-award guidance aid.

Note: Check with your TALLO about how to proceed.