Tax Credits Manual

TCM0078520 - Claims - work lists (VFs - 1 to 12): Verification Failures work list - Rule 7/8 - Employer reference/name not matched (AG)

To deal with the situation where the employer reference hasn바카라 사이트™t been provided or can바카라 사이트™t be matched on the Employments Framework, consider steps 1 to 29.

Step 1

Use Function MAINTAIN WORKLIST

• select the Verification Failures work list from the drop down menu for the Worklist Type field
• select the office or unit you want from the drop down menu for the Management Unit field, if the one you want isn바카라 사이트™t already displayed in this field. The screen will be redisplayed with the entries currently on the work list
• select [Sort Filter]. The Sort and Filter Worklist Entries screen will display
  Note: At this stage it바카라 사이트™s important to remember that under no circumstances should you attempt to apply a change or add a note to a withdrawn or rejected claim.
• filter the entries with 바카라 사이트˜Priority바카라 사이트™ for option 1 and 바카라 사이트˜Creation바카라 사이트™ for option 2.

Step 2

Select the entry in the work list you want to work to highlight it and select [Details]. You will be taken to the Worklist Entry Details screen where more details of the selected work item will be displayed.

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Step 3

Return to the Maintain Worklist screen and

• select 바카라 사이트˜File바카라 사이트™ on the toolbar menu
• select 바카라 사이트˜Next Function바카라 사이트™ from the options available. You will be taken to the Select Next Function screen.

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Step 4

On the Select Next Function screen

• select Function MANAGE VERIFICATION FAILURES from the options available. You will be taken to this function
• check for any messages on the claim to identify if any previous action has been taken
  • for pre-award claims, use Function VIEW APPLICATION and go to the Summary Information screen
  • for post award claims, use Function VIEW HOUSEHOLD NOTES
    • If you바카라 사이트™re dealing with an expired action date and an enquiry has previously been issued to the customers or has been returned incomplete, go to Step 15.
    • If you바카라 사이트™re dealing with an expired action date and an enquiry has previously been issued to the employer or has been returned incomplete, go to Step 20.
    • If you바카라 사이트™re dealing with a reply to a previous enquiry and all the information has been supplied, go to Step 9.
    • in any other circumstances, go to Step 5.

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Step 5

In Function MANAGE VERIFICATION FAILURES, select the verification failure to view the details of the failed claim
then

• select 바카라 사이트˜Navigate바카라 사이트™ on the toolbar menu
• select 바카라 사이트˜Amend Application Correction바카라 사이트™ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre-award or Function AMEND APPLICATION if the claim is post award.

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Step 6

In Function CAPTURE APPLICATION or AMEND APPLICATION check the customer 1 and customer 2 details

• If the Complex Case signal displays, go to Step 27.
• If either customer lives or works outside the UK, go to Step 7.
• in any other circumstances, go to Step 8.

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Step 7

Check where either customer lives or works

• If either customer lives or works in the European Union (EU), use Function MAINTAIN WORKLIST to transfer the case to the International Team바카라 사이트™s IN MU. Use TCM0322460 for the correct MU number
• If either customer lives or works in any other country, use Function MAINTAIN WORKLIST to transfer the case to the International Team바카라 사이트™s Rest Of The World IN MU. Use TCM0322460 for the correct MU number
  then, in both cases
• make a note of the action you have taken
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of your actions in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note of your actions
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
• take no further action.

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Step 8

Go to the Work Details screen

• If there are no employment details, go to Step 11.
• If there is only a PAYE reference number, check for transposition errors, such as the letter 바카라 사이트˜o바카라 사이트™ may have been entered as the number 바카라 사이트™0바카라 사이트™
  • select [Trace Emp] if the claim is pre-award or select [Trace] if the claim is post award. You will be taken to Function TRACE EMPLOYER where you should try and trace the employer record. Follow the guidance in TCM0068100
    then
  • If the employer is matched, go to Step 9.
  • If the employer isn바카라 사이트™t matched, consider using alternative fields or entering the employer바카라 사이트™s details differently
    • If the employer is then matched, go to Step 9.
    • If the employer still isn바카라 사이트™t matched, go to Step 10.

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Step 9

Select [OK]. You will be taken to the Amend Finish screen.

Complete each field with the relevant details

select [OK]. You will be taken back to the Manage Verification Failures screen

• If the message 바카라 사이트˜S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to re-finalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel바카라 사이트™ displays
  • the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
    then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have taken
  • take no further action.
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following 바카라 사이트˜Additional notes on form TC648바카라 사이트™ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.
• If the message 바카라 사이트˜S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted바카라 사이트™ displays
  • you will not be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
    then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have taken
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following 바카라 사이트˜Additional notes on form TC648바카라 사이트™ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.
  • take no further action.
• If the message 바카라 사이트˜S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team바카라 사이트™ displays
  • the changes you are making will re-finalise the claim
  • select [Cancel]. You will be taken to the Amend Application Details screen
  • select [Cancel]
  • when the message 바카라 사이트˜All changes to the application will be lost for this session, do you wish to proceed?바카라 사이트™ displays, select [Yes]
  • pass the case to a Level 2 User or your manager. For more information, use 바카라 사이트˜Level 1 and Level 2 users바카라 사이트™ on TCM0320260
  • take no further action.
• If none of the messages display
  • select [OK]. The verification failure will be resolved
    then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have taken
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following 바카라 사이트˜Additional notes on form TC648바카라 사이트™ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.
  • take no further action.

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Step 10

Use the Interim Single Sign On and select the Taxpayer Business Service (TBS) option

• select 바카라 사이트˜TBS View Service바카라 사이트™ from the options available
• select 바카라 사이트˜View Taxpayer Summary Details바카라 사이트™
• select [OK]
• enter the customer바카라 사이트™s NINO
• select 바카라 사이트˜Retrieve바카라 사이트™
• select 바카라 사이트˜View바카라 사이트™
• select 바카라 사이트˜Employment List바카라 사이트™ from the options available
  • If a PAYE reference number is traced, ensure this is the latest reference number and that it바카라 사이트™s the customer바카라 사이트™s main job
  • make a note of this
    then
  • go to Step 23.
  • If a PAYE reference number isn바카라 사이트™t traced or it바카라 사이트™s not the latest reference number or the customer바카라 사이트™s main job, go to Step 11.

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Step 11

Use Function VIEW APPLICATION and go to the Additional Information screen to check if a contact phone number is available for the customer. To do this

• select 바카라 사이트˜Navigation바카라 사이트™ on the toolbar menu
• select, where applicable, 바카라 사이트˜Applicant 1 Additional Information바카라 사이트™ or 바카라 사이트˜Applicant 2 Additional Information바카라 사이트™ from the options available. You will be taken to the Additional Information screen
  • If there is a phone number, go to Step 12.
  • If there isn바카라 사이트™t a phone number, go to Step 14.

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Step 12

Phone the customer. Follow the guidance in TCM0094080. Ask them to confirm the

• employer바카라 사이트™s full trading name
• employer바카라 사이트™s payroll office address
  Note: Ensure these details are for the head office payroll and not the local address of where they work.
• employer바카라 사이트™s reference number
  Note: This is always in the format of three numbers followed by several numbers or letters, such as 456/JHG or 213/4H or 852/J1234.
  then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the information received from the customer in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note of the information received from the customer
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following 바카라 사이트˜Additional notes on form TC648바카라 사이트™ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.
  • If the customer provides amended details, go to Step 20.
  • If the customer confirms the details are correct, go to Step 13.
  • If the customer says that the employer isn바카라 사이트™t registered, go to Step 26.
  • If you바카라 사이트™re unable to contact the customer, go to Step 14.

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Step 13

Use Function VIEW EMPLOYER SUMMARY to check if the customer has provided a correspondence address for the employer

• enter the employer바카라 사이트™s reference number in the Key Entry Data screen
• select [Corr Addr]. You will be taken to the View Payroll and Correspondence Details screen
  • If the correspondence address is greyed out, go to Step 23.
  • If there is a correspondence address present and it바카라 사이트™s the address provided by the customer, make a note of the employer바카라 사이트™s business address and then go to Step 20.
  • If the correspondence address doesn바카라 사이트™t match the address provided by the customer, go to Step 23.
  • If you don바카라 사이트™t have the employer바카라 사이트™s reference number, contact the employer to obtain the number. Follow the guidance in TCM0094100 and then go to Step 23.

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Step 14

Send form TC652 (choosing option 2) to the customer to ask them to confirm the

• employer바카라 사이트™s full trading name
• employer바카라 사이트™s payroll office address
• employer바카라 사이트™s reference number
  then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the issue of form TC652 and the date it was issued in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note of the issue of form TC652 and the date it was issued
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.

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Step 15

Use Function MAINTAIN WORKLIST to set an Action Date for 14 days in the future, making sure that the Retained checkbox is selected

• If the information is supplied by the Action Date and
  • amended employer details are provided, go to Step 20.
  • the original employer details are confirmed, contact the employer to check the details. Follow the guidance in TCM0094100 and then go to Step 23.
  • the employer isn바카라 사이트™t registered, go to Step 26.
• If the information isn바카라 사이트™t supplied by the Action Date, go to Step 16.

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Step 16

Use Function MAINTAIN WORKLIST to

• select the Verification Failures work list from the drop down menu for the Worklist Type field
• select the office or unit you want from the drop down menu for the Management Unit field, if the one you want isn바카라 사이트™t already displayed in this field. The screen will be redisplayed with the entries currently on the work list
• filter the selected work list so that only those with an Action Date of today or earlier are listed.

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Step 17

For each entry on the filtered list, check the notes on the computer to check what actions have been taken.

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Step 18

Use Function VIEW APPLICATION and go to the Additional Information screen to check if a contact phone number is available for the customer. To do this

• select 바카라 사이트˜Navigation바카라 사이트™ on the toolbar menu
• select, where applicable, 바카라 사이트˜Applicant 1 Additional Information바카라 사이트™ or 바카라 사이트˜Applicant 2 Additional Information바카라 사이트™ from the options available. You will be taken to the Additional Information screen
  • If there is a phone number, go to Step 19.
  • If there isn바카라 사이트™t a phone number, contact the employer to obtain the information you need. Follow the guidance in TCM0094100 and then go to Step 23.

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Step 19

Phone the customer. Follow the guidance in TCM0094080. Ask them to confirm the

• employer바카라 사이트™s full trading name
• employer바카라 사이트™s payroll office address
• employer바카라 사이트™s reference number
  then
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the information received from the customer in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note of the information received from the customer
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
    Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the customer on form TC648. You must also enter the following 바카라 사이트˜Additional notes on form TC648바카라 사이트™ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES.
  • If the customer provides amended details, go to Step 20.
  • If the customer confirms the details are correct, go back to Step 13.
  • If the customer says that the employer isn바카라 사이트™t registered, go to Step 26.
  • If you are unable to contact the customer, contact the employer to obtain the information you need. Follow the guidance in TCM0094100 and then go to Step 23.

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Step 20

Use Function MANAGE VERIFICATION FAILURES

• select the verification failure
• select 바카라 사이트˜Navigate바카라 사이트™ on the toolbar menu
• select 바카라 사이트˜Amend Application Correction바카라 사이트™ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre-award or Function AMEND APPLICATION if the claim is post award.

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Step 21

Go to the Work Details screen

• If the customer has provided an amended employer reference number or you have a business address for the employer that you noted earlier
• enter this in the Emp. Ref fields
• select [TAB]. The correct name and address for the employer should automatically display
  then
  • If the employer details correctly display, go to Step 22.
  • If the employer details don바카라 사이트™t display or incorrectly display
    • select [Trace Emp] if the claim is pre award or [Trace] if the claim is post award
    • you will be taken to Function TRACE EMPLOYER where you should try and trace the employer record. Follow the guidance in TCM0094100
      then
  • If the employer is then matched, go to Step 22.
  • If the employer still isn바카라 사이트™t matched, contact the employer to confirm their details. Follow the guidance in TCM0094100 and then go to Step 23.

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Step 22

Use Function CAPTURE APPLICATION if the claim is pre-ward or Function AMEND APPLICATION if the claim is post award to amend the employer details. Follow the relevant Changes guidance and then

• select [OK]. You will be taken to the Amend Finish screen
• complete each field with the relevant details
• select [OK]. You will be taken back to the Manage Verification Failures screen
• If the message 바카라 사이트˜S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to re-finalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel바카라 사이트™ displays
  • the changes you are making will re-finalise the claim, follow the guidance in TCM0044260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
  • take no further action.
• If the message 바카라 사이트˜S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted바카라 사이트™ displays
  • you will not be able to make the change because the PY actual income is required, follow the guidance in TCM0044260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
  • take no further action.
• If the message 바카라 사이트˜S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team바카라 사이트™ displays
  • the changes you are making will re-finalise the claim
  • select [Cancel]. You will be taken to the Amend Application Details screen
  • select [Cancel]
  • when the message 바카라 사이트˜All changes to the application will be lost for this session, do you wish to proceed?바카라 사이트™ displays, select [Yes]
  • pass the case to a Level 2 User or your manager. For more information, use 바카라 사이트˜Level 1 and Level 2 users바카라 사이트™ on TCM0320260
  • take no further action.
• If none of the messages display
  • select [OK]. The verification failure will be resolved
  • take no further action.

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Step 23

Use Function MANAGE VERIFICATION FAILURES

• select the verification failure
• select 바카라 사이트˜Navigate바카라 사이트™ on the toolbar menu
• select 바카라 사이트˜Amend Application Correction바카라 사이트™ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre-award or Function AMEND APPLICATION if the claim is post award.

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Step 24

Go to the Work Details screen

• If the correct employer reference number is traced through Taxpayer Business Service (TBS) or provided by the employer
• enter this in the Emp. Ref fields
• select [TAB]. The correct name and address for the employer should automatically display
  • If the employer바카라 사이트™s details correctly display
  • select [OK]. The verification failure will be resolved
    then
  • make a note of the action you have taken
  • for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make the note in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  • For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make the note
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  • take no further action.
  • If the employer바카라 사이트™s details don바카라 사이트™t display or incorrectly display
  • select [Trace Emp] if the claim is pre-award or [Trace] if the claim is post award
  • you will be taken to Function TRACE EMPLOYER where you should try and trace the employer record using the details traced through TBS or supplied by the employer
  • If the employer is matched, go to Step 25.
  • If the employer isn바카라 사이트™t matched, go to Step 26.

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Step 25

Use Function CAPTURE APPLICATION if the claim is pre-award or Function AMEND APPLICATION if the claim is post award to amend the employer details. Follow the relevant Changes guidance and then

• If the claim is pre-award, use Function CAPTURE APPLICATION and go to the Summary Information screen to record details of the amendment in the Application Notes field
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
  or
• If the claim is post award, use Function MAINTAIN HOUSEHOLD NOTES to record details of the amendment
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
  then
• select [OK]. You will be taken to the Amend Finish screen
• complete each field with the relevant details
• select [OK]. You will be taken to the Manage Verification Failures screen
  then
  • If the message 바카라 사이트˜S18 Refinalisation Rules - Potential inappropriate refinalisation for CCYY-CCYY. If you have the authority to re-finalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel바카라 사이트™ displays
  • the changes you are making will re-finalise the claim, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
  • take no further action.
  • If the message 바카라 사이트˜S18 Refinalisation Rules - Actual Income for CCYY-CCYY is required. This change will not be accepted바카라 사이트™ displays
  • you will not be able to make the change because the PY actual income is required, follow the guidance in TCM0042260 before making any changes
    then, if you can make the change
  • select [OK]. The verification failure will be resolved
  • take no further action.
  • If the message 바카라 사이트˜S18 Refinalisation Rules - You do not have the authority to re-finalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team바카라 사이트™ displays
  • the changes you are making will re-finalise the claim
  • select [Cancel]. You will be taken to the Amend Application Details screen
  • select [Cancel]
  • when the message 바카라 사이트˜All changes to the application will be lost for this session, do you wish to proceed?바카라 사이트™ displays, select [Yes]
  • pass the case to a Level 2 User or your manager. For more information, use 바카라 사이트˜Level 1 and Level 2 users바카라 사이트™ on TCM0320260
  • take no further action.
  • If none of the messages display
  • select [OK]. The verification failure will be resolved
  • take no further action.

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Step 26

Use Function MANAGE VERIFICATION FAILURES, if you aren바카라 사이트™t already there, and

• select the appropriate verification failure
• select [Change Verification]. You will be taken to the Change Of Status Reason screen
• enter the reason for the verification change. Examples of the reasons for changing the verification status will be
• the employer is not registered
  or
• unable to verify the employer.
• select [OK]. The verification failure will be resolved
  then
• make a note of the action you have taken
  • If the claim is pre-award, use Function CAPTURE APPLICATION and go to the Summary Information screen to make the note in the Application Notes field
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
    or
  • If the claim is post award, use Function MAINTAIN HOUSEHOLD NOTES to make the note
    Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.
• go to Step 27.

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Step 27

If

• you have been unable to verify the employer because the employer has confirmed that the original details provided on the claim are correct, or you have been unable to obtain the information requested from the employer, go to Step 28
• any other circumstances apply, take no further action.

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Step 28

Complete a form TC648 with the following information

• customer바카라 사이트™s name
• customer바카라 사이트™s NINO
• employer바카라 사이트™s name
• employer바카라 사이트™s address
• employer바카라 사이트™s PAYE number, if applicable
• details of your contact with the customer and the employer
• reason for referring the verification failure to the Employer Business Service (EBS) Team.

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Step 29

Send the completed form TC648 to the EBS Team and then

• for pre-award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note that the case has been referred to the Employer Business Service Team in the Application Notes field.
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152040.
• for post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note that the case has been referred to the Employer Business Service Team.
  Note: You must follow the guidance in TCM0152060 when you record the note and also follow the guidance in TCM0152160.