TCM1000250 | How to access function Manage Verification Failures to obtain details of existing customer and failed customer

From HM Revenue & Customs · Tax Credits Manual

Version 1.0

Changes to previous version - new guidance

Step 1

On the ‘Function Menu’

select ‘Worklist’ on the toolbar
select ‘Maintain’ from the options available. You will be taken to the ‘Maintain Worklist’ screen
select ‘Verification Failures’ from the ‘Worklist Type’ field
select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
select the relevant work list item
select ‘File’ on the toolbar
select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
select ‘Manage Ver Failures’
select ‘OK’. You will be taken to the ‘Manage Verification Failures’ screen
select the relevant verification failure
select ‘Investigate’. You will be taken to the ‘Investigate Verification Failure’ screen where details of the existing customer will be shown
in the ‘Matching Award Details’ field, note the existing customer’s
- surname
- forename
- NINO
- address
select ‘OK’. You will be taken back to the ‘Manage Verification Failures’ screen
select ‘Cancel’
when a warning message displays, select ‘Yes’. You will be taken back to the ‘Maintain Worklist’ screen
go to Step 2 to obtain the failed customer’s details.

On the ‘Maintain Worklist’ screen

select ‘Verification Failures’ from the ‘Worklist Type’ field
select the relevant MU number provided by your manager in the ‘Management Unit’ field. All the work items for the MU and work list will be displayed
select the relevant work list item
select ‘File’ on the toolbar
select ‘Next Function’ from the options available. You will be taken to the ‘Work Management - Select Next Function’ screen
select ‘View Application’
select ‘OK’. You will be taken to the ‘Applicant Details’ screen for the failed customer
note the failed customer’s
- name
- address
- NINO
select ‘Continue’. You will be taken to the ‘Applicant 1 Additional Information’ screen
note the failed customer’s
- telephone numbers.