SolvedTCM1000474 | How to use the Enquiry Centre Locator Tool
From HM Revenue & Customs · Tax Credits Manual
Version 1.0
Changes to previous version - new guidance.
Step 1
If you want to locate the nearest Enquiry Centre, go to Step 2.
If you want to book an appointment at the Enquiry Centre for the customer or send the case to the National Payments Team, go to Step 4.
Step 2
Access Microsoft Excel on the toolbar
select ‘SEES’ from the options available
select ‘xmls forms’ from the options available
select the ‘National’ tab on the ‘Form template’ menu
select ‘Enquiry Centre Appointment form’ once
select ‘OK’. You’ll be taken to the ‘Enquiry Centre Location’ screen
enter the customer’s postcode to find the nearest Enquiry Centre for the customer
enter either the ‘town/city’ or ‘county/region’
the nearest Enquiry Centre will be displayed
the Enquiry Centre opening hours will be displayed
go to Step 3.
Step 3
If the message ‘Refer all Tax Credit requests to National Payments Team’ displays, the Enquiry Centre doesn’t have the facility to provide payment to the customer.
If the message ‘Refer all Tax Credit requests to National Payments Team’ doesn’t display, the Enquiry Centre has the facility to provide a payment, should that be necessary.
Step 4
Access Microsoft Excel on the toolbar
select ‘SEES’ from the options available
select ‘xmls forms’ from the options available
select the ‘National’ tab on the ‘Form template’ menu
select ‘Enquiry Centre Appointment form’ once
select ‘OK’. You’ll be taken to the ‘Enquiry Centre Location’ screen
select your ‘town/city’ or ‘county/region’ from the options available
Note: If you need to refer the case to the National Payments Team, enter ‘F2F’ in the ‘town or city’ field.
select ‘OK’. You will be taken to the ‘Select Data Capture’ screen
select ‘None of the above’. You’ll be taken to the ‘Enquiry Centre Appointments’ screen
enter a response for every question shown
Note: If you’re referring the case to the National Payments Team for a hardship payment, enter ‘Hardship Payment Request’ in the ‘Nature of Query/Reason for Referral’ field.
Note: The computer will display a prompt if you attempt to send the form without completing all the mandatory fields.
select ‘Send form’.