TCM0156060 - Notes: Standardised Messages (A to D): Standardised Messages - C - Complaints
Chairman바카라 사이트™s Team (codes start with CC)
Chairman바카라 사이트™s delegated complaints (codes start with CD)
TCO Escalations Team (codes start with CE)
Customer First (codes start with CF)
MP Hotline (codes start with CH)
Payments (codes start with CL)
Tier 1 MP complaints (codes start with CM)
Once and Done Team (codes start with CO)
Policy Liaison and External Relations Team (codes start with CP)
Tier 1 complaints (codes start with CT)
Tier 3 complaints (codes start with CW)
Standardised reference
Please ensure that the relevant standardised reference shown below is added to the end of the message. For more information see TCM0152090
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
Chairman바카라 사이트™s Team
Write letters on behalf of the Chairman in response to a complaint from a Member of Parliament (MP) regarding one of their constituents.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CC01 - Chairman바카라 사이트™s Complaint (CHM/XXXXX/YYYY) received on CSU. Acknowledgement letter sent | When a Chairman바카라 사이트™s complaint is received, it바카라 사이트™s logged on the Complaints and Correspondence database and is given a reference number. |
| CC02 - Redress of WTC-£(XXXX), CTC (£XX.XX) paid under CCS reference-(CHMXXXXX/YYYY) | When Finance has verified that redress has been transmitted to Worthing, this message is placed in Household Notes to show how much has been paid. |
| CC03 - File to archives at Iron Mountain | Self-explanatory. |
| CC04 - CSU returned records to DMT returns | Requested storage files have been returned to Document Management Team. |
| CC05 - Chairman바카라 사이트™s Complaint (CHM/XXXXX/YYYY). Response sent | Chairman바카라 사이트™s Complaints has sent a letter to respond to the customer. |
| CC06 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
Chairman바카라 사이트™s delegated complaints
MP complaints go to HMRC Central Correspondence Unit (CCS), which determines if the complaint can be delegated for a response at Director level. If so, the Chairman바카라 사이트™s Delegated Team will draft the reply for sign off by the Director of TCO or his representative.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CD01 - Chairman바카라 사이트™s Delegated complaint received on (DD/MM/YY) ref number - (YYYY/MM-XXXXXX) Acknowledgement letter sent | A complaint has been received and registered on the CCS Complaints and Correspondence database. Each complaint is given a reference number. |
| CD02 - Chairman바카라 사이트™s Delegated complaint (YYYY/MM-XXXXXX) cleared by (letter/phone) on (DD/MM/YY). (Details of redress or manual payments made) | A complaint has been cleared and redress payments or manual payments may be made to the customer. |
| CD03 - Chairman바카라 사이트™s Delegated Complaint (YYYY/MM-XXXXXX) referred to (group and name) | A complaint has been forwarded to another team for action. |
| CD04 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
TCO Escalations Team
This team tries to prevent a complaint from escalating to a formal complaint by finding a resolution. The team contacts customers by phone.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CE01 - B/DAT referral escalated to B/DAT Team. Decision will be sent to clmt in due course | Backdating request has been forwarded to the Backdating Team. This will be dealt with as a priority case. The Backdating Team will then issue a decision notice and any payment due. |
| CE02 - DOP case. TCO Escalations Team unable to deal with DOP case. Please do not re-refer this issue | The TCO Escalations Team is unable to take any action on disputed overpayment cases. Please don바카라 사이트™t send the overpayment dispute case again as no action can be taken. |
| CE03 - System fix attempted. Please do not make any further amendments until team 12 action is closed | An amendment has been made to attempt to fix an issue. Please don바카라 사이트™t make any changes to the case until Household Notes state that TCO Escalations Team has completed its action on the case. |
| CE04 - Man Pyt calc and requested. Clmt adv may incur a recoverable o/p | Manual payments have been calculated and sent for authorisation. It바카라 사이트™s been explained to the customer that the computer may make an additional payment covering the same period as the manual payments. This would cause an overpayment, which may be recoverable. |
| CE05 - Formal complaint case. TCO Escalations unable to deal with this issue. Please do not refer this issue. Clmt will be sent a reply to complaint in due course | The TCO Escalations Team is unable to take any action regarding this particular issue. The issue will be addressed when customer receives a reply to their formal complaint. Please don바카라 사이트™t send this again as no action can be taken by the TCO Escalations Team. |
| CE06 - UTC (insert details). Unable to deal with case as unable to contact clmt. Case closed | Unsuccessful phone calls to customer. An adviser has been unable to make contact, the case has been closed and can no longer be dealt with without a further referral. |
| CE07 - PVE adjustment of £(XX.XX) covering period (DD/MM/YY) to (DD/MM/YY). Reason for adjustment (Under/overpayment) by employer | Adjustment has been made to the figure of WTC paid via employer between the dates stated. This is because the employer has paid more (or less) than the amount authorised on the tax credits computer. |
| CE08 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
Customer First
Please ensure that the relevant standardised reference shown below is added to the end of the message.
CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CF01 바카라 사이트“ (Telephone call/Webchat) with (App1/App2) re: (reason for customers query). (Apologise for any inconvenience caused - if applicable). Adviser name/Group/Team/PID. | CF01 바카라 사이트“ (Telephone call/Webchat) with (App1/App2) re: (reason for customers query). (Apologise for any inconvenience caused - if applicable). Adviser name/Group/Team/PID. |
MP Hotline
Answer phone calls from MPs and their assistants regarding complaints relating to all areas of TCO.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CH01 - CoC not updating. Manual pmts set up. £(XX.XX) CTC and £(XX.XX)WTC. Back pay due (DD/MM/YY) then every 4 wks from (DD/MM/YY): £(XX.XX) CTC and £(XX.XX) WTC. Health warning given | The computer isn바카라 사이트™t updating after a change of circumstances has been entered and manual payments have been set up. The health warning is to advise that, while the computer is paying this money, an overpayment may occur. |
| CH02 - TC846 rcvd and passed to DOP Team to be given MP priority | An overpayment dispute form TC846 has been faxed through from the MP바카라 사이트™s office. This has been passed to the Disputed Overpayment Team to deal with urgently. |
| CH03 - Complaint (insert ref.no) chased up with 1st Tier MP team | A written complaint received previously is being chased up. |
| CH04 - Pmts dropping off. Manual pmts set up £(XX.XX) CTC £(XX.XX)WTC due (DD/MM/YY) then every 4 wks from (DD/MM/YY) at £(XX.XX) CTC and £(XX.XX) WTC. Health warning given | The customer바카라 사이트™s payments are disappearing from the schedule so we바카라 사이트™ve issued manual payments until the tax credits computer is fixed. We have also advised that the customer may get paid by the computer as well and therefore may be overpaid. |
| CH05 - Claim incorrectly terminated. Original HH ended (DD/MM/YY) and re-captured from (DD/MM/YY) | The customer바카라 사이트™s award has been terminated in error by the computer. The household end date has been entered so that the claim can start again from the day after the last one was ended |
| CH06 - PVE for (insert tax year) disputed. Referred to PVE Team for actual figures | PVE amounts are being disputed by the cusotmer. The PVE Team has been asked to confirm the actual amounts paid |
| CH07 - TC846 chased up with DOP team | Self-explanatory |
| CH08 - Backdating stencil sent | A backdating request referral has been received and forwarded to the Backdating Team |
| CH09 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory |
| This Note no longer used from 31 May 2014 - CH10 - AT Same day payment request made to Enquiry Centre Support Team. Request approved. Customer referred to [insert Enquiry Centre name and location] to collect payment for amount £XXXX.XX [enter amount]. Group/Team. PI Number. Initials. Date [DD/MM/YY] | No longer used from 31 May 2014 |
| CH11 - AT Arranged to pay next day payment for £XXXX.XX. Referral to Manual Payment Team made (DD/MM/YY) (Group/Tm) (Location/ID) | Self-explanatory |
Payments
Please ensure that the relevant standardised reference shown below is added to the end of the message.
CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CL01 - Request for appointment (include time and date of appointment) sent dd/mm/yy | TC UC Losses - Request for appointment sent dd/mm/yy |
| CL02 - Payment up to date/review letter sent dd/mm/yy | TC UC Losses -Payment up to date/review letter sent dd/mm/yy |
| CL03 - Ongoing loss payment/review letter sent dd/mm/yy | TC UC Losses - Ongoing loss payment/review letter sent dd/mm/yy |
Tier 1 MP complaints
The Tier 1 MP Team deals with cases where an MP has sent the first formal letter of complaint on behalf of the customer. The team will investigate the cause of the complaint and carry out repair work and arrange manual payments, if necessary. The reply is sent direct to the customer바카라 사이트™s MP.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CM01 - 1st Tier MP complaint (YYYY/MM-XXXXXX) cleared. Letter sent to MP. MP referral and corre forwarded to (insert group) to investigate (insert reason and relevant tax year) | Self-explanatory. |
| CM02 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared. Letter sent to MP. (insert details of redress payments made to claimant) | Self-explanatory. |
| CM03 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
Once and Done Team
The Once and Done Team deal with enquiries from PT Operations managers where customers calling the helpline are dissatisfied with the service provided to them. The aim of the team is to prevent escalation to complaints.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CO01 - Once & Done (Initial/further) action taken (insert details). BF date (DD/MM/YY) Init. | Once and Done action is being taken. |
| CO02 - Once & Done (Initial/further) action outcome of decision (Insert details) Init. | Once and Done action has been completed and an outcome decision reached. |
Policy Liaison and External Relations Team
Draft the answers to parliamentary questions and contribute to briefings for HMRC senior managers and the Paymaster General.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CP01 - PQ raisd on clm | For information only. A Member of the House of Commons or the House of Lords, who doesn바카라 사이트™t hold 바카라 사이트 Office, has asked a Parliamentary Question (PQ) on this claim. |
| CP02 - Claim under Judicial Review. Contact PL&ER on (insert ext number) | Judicial Review is a procedure whereby a dissatisfied customer may ask the Courts to review the manner in which officials exercise the powers given to them by Parliament. Check with Policy Liaison before taking any action on this claim. |
| CP03 - Judicial Review closed | TCO action on the Judicial Review has been completed. |
Tier 1 complaints
The first complaint received from a customer is known as a Tier 1 complaint. These complaints are answered over the phone or by letter. The case may also need to be repaired and a decision must be made on whether to pay redress to the customer. If the case can바카라 사이트™t be repaired, manual payments are arranged.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| CT01 - 1st Tier complaint received dated (DD/MM/YY). Reference number (YYYY/MM-XXXXXX). Acknowledgement letter sent | This message is put in Household Notes by the member of staff that registers the complaint on the CCS (Complaints and Correspondence) database. Each complaint is given a reference number. |
| CT02 - 1st Tier complaint (YYYY/MM-XXXXXX). Letter sent to (name) explaining details have been sent to (Group) for them to look at (insert reason) again | A Tier 1 complaint has been received. A letter has been sent to the customer explaining that their complaint has been forwarded to another work area for them to reconsider. |
| CT03 - Successful telephone call made to (Name) re 1st Tier complaint (YYYY/MM-XXXXXX) now cleared. (Group) apologised for inconvenience caused. Payment of £(XX.XX) for worry and distress and £(XX.XX) costs issued to (insert details) | A successful phone call has been made to the customer and the customer is happy to settle their complaint. A payment for worry, distress and costs has been issued to the customer. |
| CT04 - Letter sent to (insert details) re 1st Tier complaint (YYYY/MM-XXXXXX). (Reason for letter). Reported to TLO | A letter has been sent regarding the Tier 1 complaint received. The letter may be sent to a customer or their representative explaining the delay in putting right the problems with the claim. The issue has been reported to the Technical Liaison Officer (TLO). |
| CT05 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call) to (Name). Correct FTNAE date (DD/MM/YY) entered for child (insert child바카라 사이트™s name) | A Tier 1 complaint has been cleared by letter or phone call. The correct date for full-time non-advanced education (FTNAE) has been entered on the computer. |
| CT06 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call) to (Name). Awaiting bank statements from the claimant to reimburse bank charges | A Tier 1 complaint has been cleared by letter or phone call but we바카라 사이트™re waiting for the customer to send in their bank statements so that the bank charges they have paid can be paid back to them. |
| CT07 - 1st Tier complaint (YYYY/MM-XXXXXX) forwarded to (insert details) | Self-explanatory. |
| CT08 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call). Restore stencil completed as good cause approved | Self-explanatory. A stencil has also been completed to request that the case is restored on the computer so that payments are sent to the customer. |
| CT09 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by (letter/telephone call). M1 stencil sent to (insert details about group, reason and any payments made) | Self-explanatory. An M1 stencil has been sent due to a technical problem with the case on the computer. A redress payment may also be made to the customer. |
| CT09 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by CAT 4 letter as not enough information provided to reconsider the overpayment decision | The 1st tier complaint has been cleared by letter as the customer hasn바카라 사이트™t provided enough information for TCO to reconsider the overpayment decision |
| CT10 - 1st Tier complaint (YYYY/MM-XXXXXX) cleared by letter. TC846 and COP26 issued to claimant | The Tier 1 complaint has been cleared and a TC846 - Reconsider recovery of Tax Credits overpayment proforma and a COP26 - a form to give details of how to dispute an overpayment has been send to the customer. |
| CT11 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
| CT12 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP decision fully recoverable (£00.00) | Self-explanatory. |
| CT13 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP decision fully remitted (£00.00) | Self-explanatory. |
| CT14 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) cleared by (letter/telephone) to clmt. DOP recoverable (£00.00)/ part remitted (£00.00) | Self-explanatory. |
| CT15 - 1st Tier Complaints ref (YYYY/MM-XXXXXX) received. Unable to work due to no authority to act received. | Self-explanatory. |
| CT16 - 1st Tier Complaints received re XXXXXX, unregistered. No further action required. | Self-explanatory. |
Tier 3 complaints
Deal with tax credits complaints that have escalated to Tier 3. This could include disputed overpayments, misadvice and delays in responding at the previous two tiers or poor complaints handling.
Note: 바카라 사이트˜PHSO바카라 사이트™ stands for Parliamentary and Health Service Ombudsman. 바카라 사이트˜Adjo바카라 사이트™ stands for Adjudicators Office.
Important note: When adding messages CW02 to CW04, please remember to delete the previous standardised message entered on Household Notes.
Please ensure that the relevant standardised reference shown below is added to the end of the message.
- CP NW & NE - 바카라 사이트˜CP Number/Grp Number/Task/Building/Floor or Room/PID바카라 사이트™
- Compliance - 바카라 사이트˜CxHx/PID/telephone number바카라 사이트™
| Message | Explanation |
|---|---|
| ~PLEASE READ~CW01 - Informal Ombudsman / Adjo complaint received by CSSG Tier 3(This content has been withheld because of exemptions in the Freedom of Information Act 2000) Pass all corre to (enter address). Process Changes / Renewal as per guidance | Self-explanatory. |
| ~PLEASE READ~CW02 - Informal Ombudsman / Adjo complaint being investigated by CSSG Tier 3. (enter drafters name, ext & PI). (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Pass all corre to (enter address). Process changes / Renewal as per guidance | Self-explanatory. Note: When selecting case to be investigated, drafter to delete message CW01 and add CW02. Amend wording if necessary. |
| ~PLEASE READ~CW03 - TCO CSSG TIER 3 complaint, report sent to Ombudsman / Adjudicator. (Recovery to proceed / OP remitted). (enter drafters name, ext & PI). (This content has been withheld because of exemptions in the Freedom of Information Act 2000) | Self explanatory. Note: When report sent to Adj. If complaint is a disputed overpayment, 바카라 사이트˜Recovery to proceed바카라 사이트™ or O/P remitted바카라 사이트™ or 바카라 사이트˜O/P remitted바카라 사이트™ should be added at the end of the message. Note: If an AAQ is received, update CW03 to reflect this and add any relevant details. |
| CW04 - Informal Ombudsman/Adjo complaint closed (date) for drafter (drafter & PI), TCO, CSSG Tier 3. (Add any redress) ECCS ref (add ref). | Self-explanatory. Note: When case closed, by Admin Team. |
| CW05 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |