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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to trace and match a complex case customer and check if they have a NINO or NONO

Version 1.0

Changes to previous version - new guidance.

Step 1

On the ‘Function Menu’

  • select ‘Application’ on the toolbar
  • select ‘Verification Failures’ from the options available. You’ll be taken to the ‘Key Entry Data’ screen
  • enter the surname, first name and date of birth of the customer who hasn’t provided a NINO or NONO
  • select ‘OK’. You’ll be taken to the ‘Manage Verification Failures’ screen
  • select ‘Navigate’ on the toolbar
  • select ‘Amend Application Correction’ from the options available. You’ll be taken to the ‘Applicant 1’ screen in function ‘Capture Application’.

Note: If you’re checking the second customer, select ‘Ap2’ on the toolbar. You’ll be taken to the ‘Applicant 2’ screen.

If the ‘Details Found’ screen displays, go to .

If the ‘Details Found’ screen doesn’t display

  • select ‘Cancel’. You’ll be taken back to the ‘Manage Verification Failures’ screen
  • select ‘Cancel’
  • when the message ‘This will not save any changes made on this window. Do you wish to proceed?’ displays, select ‘Yes’
  • select ‘Cancel’. You’ll be taken back to the ‘Function Menu’
  • go to .

Step 2

Check that the details, including the address, exactly match those provided by the customer

Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.

If the details match those provided by the customer

  • make a note of this on the form TC648
  • remove any tick from the ‘Telephone Number’ checkbox
  • enter a tick in the ‘Address’ checkbox

Note: Only accept updates to the personal details if you’re sure, after using TCM0322010, that you’ve matched them to the correct record.

  • select ‘OK’, you’ve traced and matched the complex case customer.

If the details don’t match those provided by the customer

  • make a note on the form TC648

    • of the NINO that has been traced

    and

    • the details shown with that NINO do not exactly match those of the customer you’re attempting to trace
  • select ‘Cancel’. You’ll be taken back to the ‘Manage Verification Failures’ screen
  • select ‘Cancel’
  • when the message ‘This will not save any changes made on this window. Do you wish to proceed?’ displays, select ‘Yes’
  • select ‘Cancel’. You haven’t managed to trace and exactly match the complex case customer.

Step 3

Use the ‘AMBS Specialist Tracer’ user role to access the tax credits computer

  • select ‘Application’ on the toolbar
  • select ‘Capture Current’ from the options available. You’ll be taken to the ‘Applicant 1’ screen in function ‘Capture Application’

Note: If you’re checking the second customer, select ‘‘Ap2’ on the toolbar. You’ll be taken to the ‘Applicant 2’ screen.

  • select ‘Trace’. You’ll be taken to the ‘Trace Citizen’ screen
  • select ‘Search’.

If there isn’t a match

  • select ‘External Search’
  • attempt to trace the customer by amending the search details in the following ways

    • delete any postcode, address, sex and title from the fields
    • remove the middle name
    • remove the first name
    • use only the surname and full postcode
    • use only the surname, date of birth, the first part of the postcode and ‘#’
    • use the full postcode and the first line of the address
    • use any previous name and/or address provided by the customer
  • go to .

If there is a match, go to .

Step 4

Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.

If you have found a match using ‘External Search’ and you can accept the match

  • select ‘OK’
  • go to .

If you haven’t found a match using ‘External Search’ or you can’t accept the match found

  • make a note on the form TC648 that a match can’t be found
  • you haven’t traced and matched the complex case customer.

Step 5

If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?’ displays

  • this indicates that you’re attempting to match the customer to an individual with different details to the customer you’re tracing
  • make a note on form TC648

    • that there is a potential match
    • the potential match doesn’t exactly match the details of the customer
  • select ‘Cancel’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
  • select ‘Cancel’. You’ve managed to trace and potentially match the complex case customer.

If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?’ doesn’t display

  • you’ll be taken to the ‘Details Found’ screen in function ‘Capture Application’
  • go to .

Step 6

Check that the details, including the address exactly match those provided by the customer.

If you are sure they match the details provided by the customer

  • remove any tick from the ‘Telephone Number’ checkbox
  • enter a tick in the ‘Address’ checkbox
  • select ‘OK’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
  • select ‘OK’
  • make a note on the form TC648 that a match has been found
  • you’ve traced and matched the complex case customer.

If you aren’t sure they match the details provided by the customer

  • make a note on the form TC648

    • that you’re unsure whether the details found match those of the customer

    and

    • any NINO that has been traced
  • select ‘Cancel’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
  • select ‘Cancel’. You haven’t traced and matched the complex case customer.