SolvedTCM1000404 | How to trace and match a complex case customer and check if they have a NINO or NONO
From HM Revenue & Customs · Tax Credits Manual
Version 1.0
Changes to previous version - new guidance.
Step 1
On the ‘Function Menu’
select ‘Application’ on the toolbar
select ‘Verification Failures’ from the options available. You’ll be taken to the ‘Key Entry Data’ screen
enter the surname, first name and date of birth of the customer who hasn’t provided a NINO or NONO
select ‘OK’. You’ll be taken to the ‘Manage Verification Failures’ screen
select ‘Navigate’ on the toolbar
select ‘Amend Application Correction’ from the options available. You’ll be taken to the ‘Applicant 1’ screen in function ‘Capture Application’.
Note: If you’re checking the second customer, select ‘Ap2’ on the toolbar. You’ll be taken to the ‘Applicant 2’ screen.
If the ‘Details Found’ screen displays, go to Step 2.
If the ‘Details Found’ screen doesn’t display
select ‘Cancel’. You’ll be taken back to the ‘Manage Verification Failures’ screen
select ‘Cancel’
when the message ‘This will not save any changes made on this window. Do you wish to proceed?’ displays, select ‘Yes’
select ‘Cancel’. You’ll be taken back to the ‘Function Menu’
go to Step 3.
Step 2
Check that the details, including the address, exactly match those provided by the customer
Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.
If the details match those provided by the customer
make a note of this on the form TC648
remove any tick from the ‘Telephone Number’ checkbox
enter a tick in the ‘Address’ checkbox
Note: Only accept updates to the personal details if you’re sure, after using TCM0322010, that you’ve matched them to the correct record.
select ‘OK’, you’ve traced and matched the complex case customer.
If the details don’t match those provided by the customer
make a note on the form TC648
of the NINO that has been traced
and
the details shown with that NINO do not exactly match those of the customer you’re attempting to trace
select ‘Cancel’. You’ll be taken back to the ‘Manage Verification Failures’ screen
select ‘Cancel’
when the message ‘This will not save any changes made on this window. Do you wish to proceed?’ displays, select ‘Yes’
select ‘Cancel’. You haven’t managed to trace and exactly match the complex case customer.
Step 3
Use the ‘AMBS Specialist Tracer’ user role to access the tax credits computer
select ‘Application’ on the toolbar
select ‘Capture Current’ from the options available. You’ll be taken to the ‘Applicant 1’ screen in function ‘Capture Application’
Note: If you’re checking the second customer, select ‘‘Ap2’ on the toolbar. You’ll be taken to the ‘Applicant 2’ screen.
select ‘Trace’. You’ll be taken to the ‘Trace Citizen’ screen
select ‘Search’.
If there isn’t a match
select ‘External Search’
attempt to trace the customer by amending the search details in the following ways
delete any postcode, address, sex and title from the fields
remove the middle name
remove the first name
use only the surname and full postcode
use only the surname, date of birth, the first part of the postcode and ‘#’
use the full postcode and the first line of the address
use any previous name and/or address provided by the customer
go to Step 4.
If there is a match, go to Step 5.
Step 4
Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.
If you have found a match using ‘External Search’ and you can accept the match
select ‘OK’
go to Step 5.
If you haven’t found a match using ‘External Search’ or you can’t accept the match found
make a note on the form TC648 that a match can’t be found
you haven’t traced and matched the complex case customer.
Step 5
If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?’ displays
this indicates that you’re attempting to match the customer to an individual with different details to the customer you’re tracing
make a note on form TC648
that there is a potential match
the potential match doesn’t exactly match the details of the customer
select ‘Cancel’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
select ‘Cancel’. You’ve managed to trace and potentially match the complex case customer.
If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?’ doesn’t display
you’ll be taken to the ‘Details Found’ screen in function ‘Capture Application’
go to Step 6.
Step 6
Check that the details, including the address exactly match those provided by the customer.
If you are sure they match the details provided by the customer
remove any tick from the ‘Telephone Number’ checkbox
enter a tick in the ‘Address’ checkbox
select ‘OK’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
select ‘OK’
make a note on the form TC648 that a match has been found
you’ve traced and matched the complex case customer.
If you aren’t sure they match the details provided by the customer
make a note on the form TC648
that you’re unsure whether the details found match those of the customer
and
any NINO that has been traced
select ‘Cancel’. You’ll be taken back to the ‘Applicant 1’ or ‘Applicant 2’ screen in function ‘Capture Application’
select ‘Cancel’. You haven’t traced and matched the complex case customer.