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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to set the Complex Case and Manual Correspondence markers

Version 1.0

Changes to previous version - new guidance.

Step 1

Note: Once the ‘Complex Case’ marker has been set, it can’t be removed.

Note: Selecting the ‘Complex Case’ checkbox, automatically selects the ‘Manual Correspondence’ checkbox.

On the ‘Function Menu’

  • select ‘Application’ on the toolbar
  • select ‘Correction’ from the options available. You’ll be taken to the ‘Key Entry Data’ screen
  • enter the customer’s NINO
  • select the ‘All’ checkbox
  • select ‘OK’.

If you’re taken to the ‘Select Individual’ screen

  • select the relevant claim
  • select ‘OK’. You’ll be taken to the ‘Applicant Details’ screen
  • go to .

If you’re taken to the ‘Select Application’ screen

  • select the relevant claim
  • select ‘OK’. You’ll be taken to the ‘Applicant Details’ screen
  • go to .

If you’re taken straight to the ‘Applicant Details’ screen, go to .

Step 2

On the ‘Applicant Details’ screen

Note: If the ‘Signals’ screen displays, select ‘OK’.

  • select ‘Household’ on the toolbar
  • select ‘Details’ from the options available. You’ll be taken to the ‘Household Details’ screen
  • select the ‘Complex Case’ checkbox. This will set the ‘Complex Case’ and ‘Manual Correspondence’ markers
  • select ‘OK’. You’ll be taken to the ‘Amend Finish’ screen
  • don’t complete the ‘Amend Finish’ screen at this point, just return to the guidance you were previously following.