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HMRC internal manual

Tax Credits Manual

From
HM Revenue & Customs
Updated
, see all updates

How to use the Enquiry Centre Locator Tool

Version 1.0

Changes to previous version - new guidance.

Step 1

If you want to locate the nearest Enquiry Centre, go to .

If you want to book an appointment at the Enquiry Centre for the customer or send the case to the National Payments Team, go to .

Step 2

Access Microsoft Excel on the toolbar

  • select ‘SEES’ from the options available
  • select ‘xmls forms’ from the options available
  • select the ‘National’ tab on the ‘Form template’ menu
  • select ‘Enquiry Centre Appointment form’ once
  • select ‘OK’. You’ll be taken to the ‘Enquiry Centre Location’ screen
  • enter the customer’s postcode to find the nearest Enquiry Centre for the customer
  • enter either the ‘town/city’ or ‘county/region’
  • the nearest Enquiry Centre will be displayed
  • the Enquiry Centre opening hours will be displayed
  • go to .

Step 3

If the message ‘Refer all Tax Credit requests to National Payments Team’ displays, the Enquiry Centre doesn’t have the facility to provide payment to the customer.

If the message ‘Refer all Tax Credit requests to National Payments Team’ doesn’t display, the Enquiry Centre has the facility to provide a payment, should that be necessary.

Step 4

Access Microsoft Excel on the toolbar

  • select ‘SEES’ from the options available
  • select ‘xmls forms’ from the options available
  • select the ‘National’ tab on the ‘Form template’ menu
  • select ‘Enquiry Centre Appointment form’ once
  • select ‘OK’. You’ll be taken to the ‘Enquiry Centre Location’ screen
  • select your ‘town/city’ or ‘county/region’ from the options available

Note: If you need to refer the case to the National Payments Team, enter ‘F2F’ in the ‘town or city’ field.

  • select ‘OK’. You will be taken to the ‘Select Data Capture’ screen
  • select ‘None of the above’. You’ll be taken to the ‘Enquiry Centre Appointments’ screen
  • enter a response for every question shown

Note: If you’re referring the case to the National Payments Team for a hardship payment, enter ‘Hardship Payment Request’ in the ‘Nature of Query/Reason for Referral’ field.

Note: The computer will display a prompt if you attempt to send the form without completing all the mandatory fields.

  • select ‘Send form’.