SolvedTCM1000338 | How to register a dispute
From HM Revenue & Customs · Tax Credits Manual
Version 1.0
Changes to previous version - new guidance
Note: If the customer hasn’t specified which year they’re disputing or if the specified year hasn’t an overpayment, attempt to suspend all outstanding overpayments on all years.
Note: When you register a dispute, the ‘Suspend Recovery’ checkbox will complete automatically on direct recovery cases only. You must manually tick the ‘Suspend Recovery checkbox for in-year and cross-year recovery cases.
Step 1
On the ‘Function’ menu
select ‘Household’ from the toolbar
select ‘View Overpayment’. You will be taken to the ‘Key Entry Data’ screen
enter the customer’s NINO
select the ‘all’ checkbox
select ‘OK’
If you are taken to the select award screen
select the relevant award
select ‘OK’. You will be taken to the ‘View Overpayment’ screen
go to Step 2
If you are taken straight to the View overpayment screen, go to Step 2
Step 2
On the ‘View Overpayment’ screen
select ‘Maintain Dispute’. You’ll be taken to the Maintain Dispute screen.
Note: You can’t register a dispute if a ‘Manual Suspension’ marker is set.
If a reason is shown in the Resolution Reason field
select ‘New’
select the ‘Dispute’ radio button to register the dispute
using the correspondence, enter the date the dispute was received in the Date Received field
select the relevant dispute category from the Dispute Category drop down menu.
Note: If the overpayment is in cross-year or in-year recovery and the customer has specifically requested recovery of their overpayment to continue whilst under dispute, don’t select the ‘Suspend Recovery’ checkbox.
Note: If you need to suspend more than one year, return to the start of this step.
If there isn’t a reason shown in the Resolution Reason field
select ‘Dispute’ to register the dispute
using the correspondence, enter the date the dispute was received in the Date Received field
select the relevant dispute category from the Dispute Category drop down menu.
Note: If the overpayment is in cross-year or in-year recovery and the customer has specifically requested they want recovery of their overpayment to continue whilst it’s under dispute, don’t tick the ‘Suspend Recovery’ checkbox.
Note: If you need to suspend more than one year, return to the start of this step.