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HMRC internal manual

Tax Credits Manual

How to access function Manage Verification Failures to obtain details of existing customer and failed customer

Version 1.0

Changes to previous version - new guidance

Step 1

On the ‘Function Menu’

  • select ‘Worklist’ on the toolbar
  • select ‘Maintain’ from the options available. You will be taken to the ‘Maintain Worklist’ screen
  • select ‘Verification Failures’ from the ‘Worklist Type’ field
  • select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
  • select the relevant work list item
  • select ‘File’ on the toolbar
  • select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
  • select ‘Manage Ver Failures’
  • select ‘OK’. You will be taken to the ‘Manage Verification Failures’ screen
  • select the relevant verification failure
  • select ‘Investigate’. You will be taken to the ‘Investigate Verification Failure’ screen where details of the existing customer will be shown
  • in the ‘Matching Award Details’ field, note the existing customer’s

    • surname
    • forename
    • NINO
    • address
  • select ‘OK’. You will be taken back to the ‘Manage Verification Failures’ screen
  • select ‘Cancel’
  • when a warning message displays, select ‘Yes’. You will be taken back to the ‘Maintain Worklist’ screen
  • go to to obtain the failed customer’s details.

Step 2

On the ‘Maintain Worklist’ screen

  • select ‘Verification Failures’ from the ‘Worklist Type’ field
  • select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
  • select the relevant work list item
  • select ‘File’ on the toolbar
  • select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
  • select ‘View Application’
  • select ‘OK’. You will be taken to the ‘Applicant Details’ screen for the failed customer
  • note the failed customer’s

    • name
    • address
    • NINO
  • select ‘Continue’. You will be taken to the ‘Applicant 1 Additional Information’ screen
  • note the failed customer’s telephone numbers
  • select ‘Continue’ until you are taken to the ‘Children’ screen
  • note the failed customer’s Child Benefit reference number, if any is shown.