Work items will be created automatically in PEGA when a contractor’s monthly return is processed at Netherton but this cannot be matched to an existing contractor’s scheme or return month. This may be due to one of the following reasons
Where no period is shown on the return and all other returns have been processed for previous months, the CIS System will automatically allocate the return to the current month.
A small HMRC team at Netherton will try and trace AO References that are not shown on the return, but if they are unable to trace an AO Reference they will ensure the return is processed by completing the AO Reference field with 'No Ref' and a consecutive number, i.e. 'No Ref 1', 'No Ref 2', and so on. Netherton will keep a list of numbers used to ensure numbers are not duplicated.
You will need to take action to match the return to a scheme and a month. From the ‘Identify Customer’ window on the CIS system
You will now see the ‘Identify Required Return’ window. You should
The ‘Unmatched Return Details’ window will be displayed for you to investigate the exception. It may be possible to make a match without phoning the contractor. On the ‘Unmatched Return Details’ window
Dependent on the information available, there may be entries in this section that could help you identify the appropriate scheme. If you can match a return with this information, see ‘Successful contact’ below.
The work item details in PEGA will contain all the return details you need to find a return on the CIS System. There may be occasions when you receive a call where the contractor does not have the full information for you to find a contractor return. To find the required return and having authenticated the caller you should
The ‘Identify Required Return’ window will be displayed.
The ‘Locate Unmatched Returns’ window will now be displayed.
When you complete the mandatory fields all the other fields will become optional. The more information you provide will help narrow the search on CIS and improve the quality of information it returns. Once the information has been entered in the field(s)
If the details now match a return, the ‘Unmatched Return Details’ window will display a list of possible scheme matches. This will enable you to
If the details do not match a return the ‘Returns not found for the provided scheme and period’ window will be displayed and you will need to
Where it remains unclear if a scheme matches and you are unable to make contact with the contractor, a letter on CIS323F should be issued to either one or more possible matches by
The CIS System will now issue the letter to the selected scheme.
Once you have clarified the details
On the Unmatched Return Details window in the CIS system the
'Subcontractor Details' section lists all the subcontractors on the
unmatched return.
You may be able to use the information to identify the
correct scheme for the unmatched return. To do so
CIS will complete a search and present a list of contractor schemes that may be linked to the subcontractor(s) selected. This will be displayed in the ‘Unmatched Return Details’ window. The results will show possible scheme matches for which the selection of subcontractors has been linked with. If you can match a return with the information presented take further action as shown below in ‘Successful contact’.
Where a contractor can provide you with the information required you should update the CIS System with the correct information. To do this
The ‘Return Details’ window will be displayed allowing you to
CIS will create a new version of the contractor return and
process this return. CIS will also identify cases where there is
already an effective return for the month and scheme and if there
is, CIS will display a message asking you for confirmation whether
the processing should proceed. If you choose to proceed, CIS will
treat the corrected return as a ‘Multiple’ return and
the ‘Effective’ return will remain in place.
If you choose to cancel the process, you will have to
When a contractor is unavailable or contacted but needs to come back to you with information
When it is not possible to contact the contractor you should try phoning again at an alternative time. If you still cannot contact the contractor
In cases where the contractor still cannot be contacted
It is possible that CIS may not have been able to allocate the
return originally as several returns were outstanding, but in the
intervening period the other returns may have been received or
captured leaving only one return outstanding.
In such cases you should
Where the above actions do not establish the correct return details you may need to contact one of the subcontractors (if there are any) on the return. When you do this you must carry out ‘Authentication’ on the subcontractor, you should contact the subcontractor to establish which month(s) the subcontractor worked for the contractor and details of the payments made. Where the subcontractor provides the required details you should then confirm the information received by
CIS will create a new version of the contractor return and process it.
Where the subcontractor is unable to provide further information, you should
Where a contractor subsequently provides the requested information you should
CIS will create a new version of the contractor return and process it.
