To deal with the situation where the claimant cannot be matched
with a record on the HM Revenue & Customs (HMRC) frameworks,
consider steps 1 to 12 below. The guide is presented as follows
| 2 | Satisfy yourself that the operator has
done all they can to resolve the verification failure and check
that the following information is included on the e-mail
- CA8288 followed by the received date, the claimant’s
surname and postcode is in the e-mail subject field
- The claimant’s personal details have been entered
correctly onto the form CA8288 (for example, the spellings are
correct)
- Any additional personal details that have been obtained when
the operator has contacted the claimant are included
-
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
- The received date has been entered into the Further Information
box
And that
- The operator has deleted all trace of the e-mail, including the
one in their ‘deleted items’ folder, after sending it
to you
Note: Deletion of the e-mail is vital to ensure
that HMRC complies with Data Protection Act requirements
|
| 3 | If the information on the form CA8288
is
- Incomplete, inaccurate, the e-mail has not been deleted or
further action is needed by the operator, go to step 4
- Complete and accurate and the e-mail has been deleted from the
operator’s folders, go to step 5
|
| 4 | Explain to the operator what action
they still need to carry out
- Return the e-mail to them
- Delete the e-mail from your own folders
And
- Once the action has been carried out, take no further
action
|
| 5 | Click on the Supervisor
checkbox on the CVU Referral
form CA8288 |
| 6 | Email the CVU referral form CA8288 to
the Specialist Trace Unit (STU) to TCO STU Referrals
Notes:
- You must e-mail each form CA8288 to STU as you receive them.
Only send one form CA8288 in each e-mail
- You must ensure that there is no trace of the e-mail left in
any of your e-mail folders, including your ‘deleted
items’ folder. This is to ensure that HMRC complies with Data
Protection Act requirements
|
| 7 | Use Function CAPTURE APPLICATION and
go to the Application Notes screen. On this screen enter the
following note
- ‘TCMZ CA8288 sent to STU’
And
- Add the date that this action was taken
Notes:
You must follow the guidance in
How To
Correctly Complete Application And Household Notes when you
record the note
And also
Follow the guidance in
Application
Notes
|
| 8 | Satisfy yourself that the operator has
done all they can to resolve the verification failure and check
that the following information is included on the form
- History of any contact with the claimant, including supporting
papers showing additional personal details that have been obtained
by the operator
- Reason for the referral and details of the verification
failure
- Details of any potential trace found on the HMRC frameworks,
including differences in personal details compared to details
provided by the claimant
- If further action is required by the operator, go to step
9
- If the operator action is complete, go to step 10
|
| 9 | You must
- Explain to the operator what action they still need to carry
out
- Return the e-mail to them
- Delete the e-mail from your own folders
And
- Once the action has been carried out, take no further
action
|
| 10 | Indicate in the Notes box of the form
TC648 that you have checked the referral and confirm that it
requires specialist trace action
And
- Enter your name, contact details and today’s date
|
| 11 | Use Function CAPTURE APPLICATION and
go to the Application Notes screen. On this screen enter the
following
And
- Enter the date that this action was taken
Notes:
You must follow the guidance in
How To
Correctly Complete Application And Household Notes when you
record the note
And also
Follow the guidance in
Application
Notes
|
| 12 | Send the form TC648 and any supporting
papers by Taxpost to
STU Team
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
|
