TCM0074100 | Claims: storage and retrieval: scanned image retrieval (AG)

From HM Revenue & Customs · Tax Credits Manual

To retrieve a scanned image, consider steps 1 to 6.

Step 1

Enter your emails and print off the RDC image request form.

Note: The email supporting the request should note the number of requests contained in the email. The turnaround time to complete the retrieval of the scanned image is 72 hours.

If the request is for

a claim form, go to Step 2.
an Annual Declaration, go to Step 3.

Step 2

Use the Tower system

enter the customer’s NINO
select [Search]
Note: If there is no trace using the NINO, a search must be made using customer 1’s or customer 2’s name, address, post code and date of birth.
identify the scanned image of the claim form that you want to print off
print off all the pages that have been requested on the RDC image request form
then
go to Step 4.

Step 3

Use the Tower system

enter the barcode provided on the RDC image request form
select [Search]
print off all the pages of the Annual Declaration
then
go to Step 4.

Step 4

Reply to the original image request email with ‘Found’ or ‘Not Found’

then

delete the email from your email inbox.

Step 5

Enter the following details of the image request into the Request log

date of request
NINO (if claim form) or barcode (if Annual Declaration)
surname
initial
whether ‘Found’ or ‘Not Found’
who requested the image
work area
address
date returned
how many claim forms or Annual Declarations.

Step 6

Send the printed scanned image of the claim form or Annual Declaration to the person who requested the image. Follow the locally held security guidance for transferring paper documents.