SolvedTCM0306400 | Specialist areas: international - pre-award: international pre-award claims - incomplete applications with abroad involvement
From HM Revenue & Customs · Tax Credits Manual
Reasons not to follow this guidance
You do not need to follow this guidance if
you are working a Verification Failures work list item.
Checklist
Before you follow this guidance, make sure
you follow the guidance in TCM0306100
you will the correct user roles to follow this guidance. Use the B&C Roles and Access Catalogue. You can find this by going to the Benefits & Credits homepage, selecting ‘R’ on the B&C A-Z index, selecting ‘Roles and Access Process’, selecting ‘Roles & Access Catalogue’ from the Related links menu
you are in the correct MU. Use TCM0322460 for the correct MU number.
Guidance
Note: When sending customer, staff or process data to another individual or team, make sure you follow the latest data security guidelines or contact the Data Guardian or Data Security Team for advice.
Step 1
Select the Incomplete Applications work list item you want to work, go to Step 2.
Step 2
On the ‘Summary screen’ (SM) check if there are entries in the ‘Repair Summary’ box.
If there are any entries in the repair box
input SM screen note ‘Please action repair as Incomplete and return to Complex MU if required’
select ‘cancel’
transfer the work list item to Incompletes MU. Use TCM0322460 for the correct MU. For how to do this, use TCM1000023
return to the guidance you were previously following.
If there are not any entries in the repair box, go to Step 3.
Step 3
Check the ‘Income’ screen for estimated earnings of £99999.
Note: This estimated income can be found in ‘Earnings’ or ‘Other Income’.
If the Household Income is shown as £99999
make a note on the TC648, further enquiries are required to obtain an actual income
go to Step 4.
If the Household Income is not shown as £99999, go to Step 4.
Step 4
Using function ‘Application Change of Circumstances’
update the free format screen with the standardised message II37 from TCM0160040. For how to do this, use TCM1000036
update the free format screen with any change of circumstances that are not already shown
record on form TC648 any change of circumstances that are not already shown
go to Step 5.
Step 5
In the ‘Application Notes’ screen
enter the message ‘Potential Complex case, transfer all work list items to MU 286113’
select ‘OK’
select ‘Process’
go to Step 6.
Step 6
If the message ‘The information captured indicates that the application may be ineligible. This application may be rejected’ appears
select ‘Process’
go to Step 7.
If the message ‘Application will be processed. Do you wish to proceed?’ appears
select ‘Process’
go to Step 9.
Step 7
Make a note of the customer’s NINO and check if a verification failure has been generated and the MU it is located in. For how to do this, use TCM1000142.
Note: If you will process an Incomplete, it may take 24 hours for a verification failure to be created.
If a verification failure is present
transfer the verification failure to the MU that you work from. For how to do this, use TCM1000023
go to Step 8.
If a verification failure is not present, contact your TALLO for further advice.
Step 8
Access the case you are working from the MU you have transferred it to
use the International claims pre-award guidance aid.
Step 9
Make a note of the customer’s NINO and check if an Unprocessed Change of Circs work list item has been created and the MU it is located in. For how to do this, use TCM1000142.
Note: If you will processed an Incomplete, it may take 24 hours for a work list item to be created.
If an Unprocessed Change of Circs work list item has been created
transfer the Unprocessed Change of Circs work list item to the MU that you work from. For how to do this, use TCM1000023
go to Step 10.
If an Unprocessed Change of Circs work list item has not been created, contact your TALLO for further advice.
Step 10
Access the case you are working from the MU you have transferred it to
use the International claims pre-award guidance aid.
Note: Check with your TALLO about how to proceed.