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TCM0134280 | Miscellaneous: C to D: incorrect personal information held on computer (AG)

From HM Revenue & Customs · Tax Credits Manual

When incorrect personal information is held on the computer, consider Steps 1 to 10.

Step 1

Follow the guidance in TCM0138020 before following this action guide.

  • If you are able to continue with the case and

  • the discrepancy is an obvious error that can be corrected, go to Step 2.

  • the discrepancy is not an obvious error that can be corrected, go to Step 3.

Step 2

If the claim is

  • pre-award, use Function CAPTURE APPLICATION to correct the obvious error on the computer

  • If a message displays on the Applicant screen that either customer is a potential match and the incorrect information on the computer relates to the

  • NINO

  • name

  • date of birth

  • sex

  • address

then

  • If a message does not display on the Applicant screen or if the error does not relate to any of the previously-listed items

  • correct the error. Follow the relevant Changes guidance

then

  • take no further action.

  • post award, use Function AMEND APPLICATION (choosing the Correction option) to correct the obvious error on the computer. Follow the relevant Changes guidance

then

  • take no further action.

Step 3

If you discovered the failure from

  • contact from the customer, go to Step 4.

  • contacting the customer, go to Step 6.

  • working on another activity, go to Step 8.

Step 4

If the customer points out the discrepancies, check that there are discrepancies on the computer. Discrepancies that you must check for are

  • whether the following personal details of the customer or their partner are not as expected

  • NINO

  • name (surname, forenames and title)

  • date of birth

  • sex

  • names of children are clearly different

  • customer does not have a partner but a partner appears on their claim

  • partner’s details are clearly different

  • correspondence has been received but no claim has been made

  • a clear discrepancy between the names of the customers and the account names on the banking details

  • a clear incorrect deceased indicator on either customer

Note: You must not

  • inform the customer of any discrepancies (that they do not already know about)

  • attempt to explain why the discrepancies have occurred

  • attempt to correct personal details on the computer.

then

Step 5

If you are still in contact with the customer

  • apologise for the inconvenience

  • ask if more details can be taken so you can look into the matter further. You will need a minimum of the following details

  • name (surname, forenames and title)

  • NINO

  • date of birth

  • address and postcode

  • contact details

then

Step 6

If, during routine contact with a customer,

  • you discover the personal details on the computer do not relate to the customer

or

  • the customer informs you that they did not make a claim

then

Step 7

Apologise for the inconvenience and ask them to confirm the following details in order for us to look into the matter further

  • full name (surname, forenames and title)

  • NINO

  • date of birth

  • contact details

  • address and postcode

then

Step 8

If you identify a clear discrepancy between the personal details on the computer and the information you expected to find, do not amend the details. Instead, you must

  • use Function VIEW HOUSEHOLD NOTES

  • If there is not a message in the Household Notes screen to indicate that an ‘M1 referral form’ has been completed, go to Step 9.

  • If there is a message in the Household Notes screen stating that an ‘M1 referral form’ has already been completed and

  • the message is at least two weeks’ old, go to Step 9.

  • the message is less than two weeks’ old, take no further action.

Step 9

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • complete the M1 referral form (Word 101KB) with as many details as possible

Note: If an ‘M1 referral form’ has already been completed but the message in Household Notes is at least two weeks’ old, mark the referral form ‘Duplicate’.

  • attach the photocopies of any relevant correspondence or other documents to the ‘M1 referral form’

  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘General’ category 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.

then

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • complete form TC648 with as many details as possible (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • use Function MAINTAIN HOUSEHOLD NOTES and select the ‘General’ category 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.

  • take no further action.

Step 10

If you are working in

  • TCO, send the ‘M1 referral form’ (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
    (This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • Contact Centre, pass the ‘M1 referral form’ to your team leader.