Contact From The Claimant (Info)

If the claimant or personal acting body contacts you about Working Tax Credit ( WTC) or Child Tax Credit ( CTC) either by telephone, in writing, or face to face, you must establish the issue they wish to discuss.

If it is a

• General enquiry you should provide them with the information requested or direct them to the area of the office or other HM Revenue & Customs (HMRC) offices that can deal with their enquiry

• Complaint, you should apologise and give them an explanation. You should try to resolve their complaint but if not refer them to the supervisor

• Specific enquiry or they want to provide information about a claimant or claim, you must confirm the identity of the caller before accepting or giving any details. Follow the guidance in Confirm Identity

Note: If you cannot confirm the identity of the claimant or personal acting body you should explain to them that you cannot disclose any information, but if they contact you with the correct details you will deal with their enquiry

• Blind person seeking advice on completing a claim form, advise them to contact their Enquiry Centre

If the caller has an enquiry that relates to DWP / DSD, you should refer the caller to

• The relevant Job Centre Plus office

• The Pension Service

Or

• The Child Support Agency