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HMRC internal manual

Tax Credits Manual

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 Step 2.

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 3.

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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.

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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 Step 4.

If there is a match, go to Step 5.

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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 Step 5.

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.

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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.

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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.