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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to check if a typo error has been made on the account details or if it has been completely changed

Step 1

On the ‘Function Menu’

  • select ‘Household’ on the toolbar
  • select ‘View Account’ from the options available. You will be taken to the ‘Key Entry Data’ screen
  • enter the customer’s NINO
  • select the ‘All’ checkbox
  • select the ’Payment Schedule’ checkbox
  • select ‘OK’.

If you are taken to the ‘Select Award’ screen

  • select the relevant award
  • select ‘OK’. You will be taken to the ‘View Direct Payment Schedule’ screen
  • go to .

If you are taken straight to the ‘View Direct Payment Schedule’ screen, go to .

Note: The ‘View Direct Payment Schedule’ screen shows the following

  • ‘Due Date’
  • ‘Issued Date’
  • ‘Net Amount’
  • ‘Amount Recovered’
  • ‘Payment Method’
  • ‘Payment Status’.

Step 2

Make a note of the dates in the ‘Due Dates’ column and the amounts of all the cancelled missing payments on to the Phone Query template

Note: If the missing payments are in two different award periods, you must go into both awards to find all the missing payments.

  • select the latest cancelled missing payment
  • select ‘OK’. You will be taken to the ‘View BACS Details’ screen
  • make a note of the account details on to the Phone Query template
  • select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
  • select the next paid payment
  • select ‘OK’. You will be taken to the ‘View BACS Details’ screen
  • make a note of the correct account details on to the Phone Query template
  • select ‘Cancel’. You will be taken back to the ‘View Direct Payment Schedule’ screen
  • select the paid payment immediately before the first cancelled missing payment
  • select ‘OK’. You will be taken to the ‘View BACS Details’ screen
  • make a note of the correct account details on the Phone Query template

Note: You can also check the payment details in the ‘Postings’ screen. This will show if there has been an amendment on the claim - for example, ‘Amended CTC Award’.

  • return to the guidance you were previously following.