Employer Reference / Name Not Matched (AG)

• Select the ‘Verification Failures’ Work List from the drop down menu for the Worklist Type field

• Select the office or unit you want from the drop down menu for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List
   
• Click on the [Sort Filter] button. The Sort and Filter Worklist Entries screen will display

Note: At this stage it is important to remember that under no circumstances should you attempt to apply a change or add a note to a withdrawn or rejected claim

•   Filter the entries with ‘Priority’ for option 1 and ‘Creation’ for option 2

• Select ‘File’ on the toolbar menu
   
• Select ‘Next Function’ from the options available. You will be taken to the Select Next Function screen

• Select Function MANAGE VERIFICATION FAILURES from the options available. You will be taken to this function
   

• Check for any messages on the claim to identify if any previous action has been taken

• For pre award claims, use Function VIEW APPLICATION and go to the Summary Information screen
   

• For post award claims, use Function VIEW HOUSEHOLD NOTES

• If you are dealing with an expired action date and an enquiry has previously been issued to the claimant(s) or has been returned incomplete, go to step 15
   

• If you are dealing with an expired action date and an enquiry has previously been issued to the employer or has been returned incomplete, go to step 20
   

• If you are dealing with a reply to a previous enquiry and all the information has been supplied, go to step 9

Otherwise

• Go to step 5

• Select ‘Navigate’ on the toolbar menu
   
• Select ‘Amend Application Correction’ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre award or Function AMEND APPLICATION if the claim is post award

• If the Complex Case signal displays , go to step 27
   
• If either claimant lives or works outside the UK, go to step 7

Otherwise

• Go to step 8

Check where either claimant lives or works

• If either claimant lives or works in the European Economic Area ( EEA), use Function MAINTAIN WORKLIST to transfer the case to the European Economic Area (EEA) Team's (formerly known as the Complex Case Team) INMU. See the MU Table for the correct MU number
   

• If either claimant lives or works in any other country, use Function MAINTAIN WORKLIST to transfer the case to the European Economic Area (EEA) Team's (formerly known as the Complex Case Team) Rest Of The World IN MU . See the MU Table for the correct MU number

Then, in both cases above

• Make a note of the action you have taken

• For pre award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of your actions in the Application Notes field

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

• For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make a note of your actions

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 Maintain Household Notes

• Take no further action

• If there are no employment details, go to step 11
   
• If there is only a PAYE Reference number, check for transposition error, such as the letter 'o' may have been entered as the number '0'

• Click on the [Trace Emp] button if the claim is pre award

Or

• Click on the [Trace] button if the claim is post award

You will be taken to Function TRACE EMPLOYER where you should try and trace the employer record. Follow the guidance in Trace Employer

• If the employer is matched, go to step 9

• If the employer is not matched, consider using alternative fields or entering the employers details differently
   
• If the employer is matched, go to step 9
   
• If the employer is still not matched, go to step 10

Click on the [OK] button. You will be taken to the Amend Finish screen

Complete each field with the relevant details

Click on the [OK] button. You will be taken back to the Manage Verification Failures screen

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

If you can make the change

• Click on the [OK] button. The verification failure will be resolved

Then

• For pre award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field

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

• For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have 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 Maintain Household Notes

Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the claimant on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES

• Take no further action

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

If you can make the change

• Click on the [OK] button. The verification failure will be resolved

Then

• For pre award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field

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

• For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have 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 Maintain Household Notes

Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the claimant on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES

• Take no further action

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display

• Click on the [OK] button. The verification failure will be resolved

Then

• For pre award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to record the action you have taken in the Application Notes field

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

• For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to record the action you have 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 Maintain Household Notes

Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the claimant on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES

• Take no further action

Use the Interim Single Sign On and select the Taxpayer Business Service (TBS) option

• Select ‘TBS View Service’ from the options available
   

• Select ‘View Taxpayer Summary Details’
   

• Click on the [OK] button
   

• Enter the claimant’s NINO
   

• Click on ‘Retrieve’

•  

•  Select ‘View’
   

•  Select ‘Employment List’ from the options available

• If a PAYE reference number is traced, ensure this is the latest reference number and it is the claimants main job

• Make a note of this

 Then

• Go to step 23

• If a PAYE reference number is not traced or it is not the latest reference number and the claimants main job, go to step 11

• Select ‘Navigation’ on the toolbar menu

• Select, where applicable, ‘Applicant 1 Additional Information’ or ‘Applicant 2 Additional Information’ from the options available. You will be taken to the Additional Information screen

• If there is a telephone number, go to step 12

• If there is no telephone number, go to step 14

• Employer’s full trading name

• Employer’s payroll office address

Note: Ensure these details are for the head office payroll and not the local address of where they work

• Employer’s reference number

Note: This is always in the format of 3 numbers followed by several numbers or letters, such as 456/JHG or 213/4H or 852/J1234

Then

• For pre award claims , use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the information received from the claimant in the Application Notes field

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

• For post award claims , use Function MAINTAIN HOUSEHOLD NOTES to make a note of the information received from the claimant

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 Maintain Household Notes

Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the claimant on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES

• If the claimant provides amended details, go to step 20

• If the claimant confirms the details are correct, go to step 13

• If the claimant says that the employer is not registered, go to step 26

• If you are unable to contact the claimant, go to step 14

Use Function VIEW EMPLOYER SUMMARY to check if the claimant has provided a correspondence address for the employer

• Enter the employers reference number in the Key Entry Data screen
   

• Click on the [Corr Addr] button. You will be taken to the View Payroll and Correspondence Details screen

• If the correspondence address is greyed out, go to step 23
   

• If there is a correspondence address present and it is the address provided by the claimant, make a note of the employers business address and then go to step 20
   

• If the correspondence address does not match the address provided by the claimant, go to step 23
   

•   If you do not have the employer’s reference number, contact the employer to obtain the number. Follow the guidance in Contact Employer and then go to step 23

• Employer’s full trading name

• Employer’s payroll office address

• Employer’s reference number

Then

• For pre award claims , use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the issue of form TC652 and the date it was issued in the Application Notes field

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

• For post award claims , use Function MAINTAIN HOUSEHOLD NOTES to make a note of the issue of form TC652 and the date it was issued

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 Maintain Household Notes

• If the information is supplied by the Action Date, and

• Amended employer details are provided, go to step 20

• The original employer details are confirmed, contact the employer to check the details. Follow the guidance inContact Employerand then go to step 2 3

• The employer is not registered, go to step 26

• If the information is not supplied by the Action Date , go to step 16

• Select the ‘Verification Failures’ Work List from the drop down menu for the Worklist Type field

• Select the office or unit you want from the drop down menu for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List

• Filter the selected Work List so that only those with an Action Date of today or earlier are listed

• Select ‘Navigation’ on the toolbar menu
   
• Select, where applicable, ‘Applicant 1 Additional Information’ or ‘Applicant 2 Additional Information’ from the options available. You will be taken to the Additional Information screen

• If there is a telephone number, go to step 19

• If there is no telephone number, contact the employer to obtain the information you need. Follow the guidance inContact Employerand then go to step 2 3

• Employer’s full trading name

• Employer’s payroll office address

• Employer’s reference number

Then

• For pre award claims , use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note of the information received from the claimant in the Application Notes field

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

• For post award claims , use Function MAINTAIN HOUSEHOLD NOTES to make a note of the information received from the claimant

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 Maintain Household Notes

Note: If you have too much information to put in the Application Notes field or in Function MAINTAIN HOUSEHOLD NOTES, you must make a clerical note of the additional information received from the claimant on form TC648. You must also enter the following ‘Additional notes on form TC648’ in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES

• If the claimant provides amended details, go to step 20

• If the claimant confirms the details are correct, go back to step 13

• If the claimant says that the employer is not registered, go to step 26

• If you are unable to contact the claimant, contact the employer to obtain the information you need. Follow the guidance inContact Employerand then go to step 2 3

• Click on the verification failure to highlight it
   
• Select ‘Navigate’ on the toolbar menu
   
• Select ‘Amend Application Correction’ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre award or Function AMEND APPLICATION if the claim is post award

• If the claimant has provided an amended employer reference number , or you have a business address for the employer that you noted earlier
   
• Enter this in the Emp. Ref fields

• Press the TAB key. The correct name and address for the employer should automatically display

Then

• If the employer details display correctly, go to step 22
   
• If the employers details do not display or display incorrectly

• Click on the [Trace Emp] button if the claim is pre award

Or

• Click on the [Trace] button if the claim is post award

You will be taken to Function TRACE EMPLOYER where you should try and trace the employer record. Follow the guidance in Trace Employer

• If the employer is then matched, go to step 22

• If the employer is still not matched, contact the employer to confirm their details.  Follow the guidance inContact Employerand then go to step 2 3

• Click on the [OK] button. You will be take n to the Amend Finish screen
   
• Complete each field with the relevant details
   
• Click on the [OK] button. You will be taken back to the Manage Verification Failures screen

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• Click on the verification failure to highlight it
   
• Select ‘Navigate’ on the toolbar menu
   
• Select ‘Amend Application Correction’ from the options available. You will be taken to Function CAPTURE APPLICATION if the claim is pre award or Function AMEND APPLICATION if the claim is post award

Go to the Work Details screen

• If the correct employer reference number is traced through Taxpayers Business Systems (TBS) or provided by the employer
   

• Enter this in the Emp. Ref fields
   

• Press the TAB key. The correct name and address for the employer should automatically display

• If the employers details display correctly

• Click on the [OK] button. The verification failure will be resolved

Then

• Make a note of the action you have taken

• For pre award claims, use Function CAPTURE APPLICATION and go to the Summary Information screen to make the note in the Application Notes field

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

• For post award claims, use Function MAINTAIN HOUSEHOLD NOTES to make the note

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 Maintain Household Notes

• Take no further action

• If the employers details do not display or display incorrectly

• Click on the [Trace Emp] button if the claim is pre award

Or

• Click on the [Trace] button if the claim is post award

You will be taken to Function TRACE EMPLOYER where you should try and trace the employer record using the details traced through TBS or supplied by the employer

• If the employer is matched, go to step  25
   

• If the employer is not matched, go to step  26

• If the claim is pre award, use Function CAPTURE APPLICATION and go to the Summary Information screen to record details of the amendment in the Application Notes field

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

Or

• If the claim is post award, use Function MAINTAIN HOUSEHOLD NOTES to record details of the amendment

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 Maintain Household Notes

Then

• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Complete each field with the relevant details
   
• Click on the [OK] button. You will be taken to the Manage Verification Failures screen

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display

• Click on the [OK] button. The verification failure will be resolved
   
• Take no further action

• Click on the appropriate verification failure to highlight it

• Click on the [Change Verification] button. You will be taken to the Change Of Status Reason screen

• Enter the reason for the verification change. Examples of the reasons for changing the verification status will be

• The employer is not registered

Or

• Unable to verify employer

• Click on the [OK] button. The verification failure will be resolved

Then

• Make a note of the action you have taken

• If the claim is pre award, use Function CAPTURE APPLICATION and go to the Summary Information screen to make the note in the Application Notes field

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

Or

• If the claim is post award, use Function MAINTAIN HOUSEHOLD NOTES to make the note

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 Maintain Household Notes

• Go to step 27

• You have been unable to verify the employer because the employer has confirmed that the original details provided on the claim are correct, or you have been unable to obtain the information requested from the employer, go to step 28

Otherwise

• Take no further action

• Claimant’s name

• Claimant’s NINO

• Employer’s name

• Employer’s address

• Employer’s PAYE number, if applicable

• Details of your contact with the claimant and the employer

And

• Reason for referring the verification failure to the Employer Business Service (EBS) Team

• For pre award claims , use Function CAPTURE APPLICATION and go to the Summary Information screen to make a note that the case has been referred to the Employer Business Service Team in the Application Notes field

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

• For post award claims , use Function MAINTAIN HOUSEHOLD NOTES to make a note that the case has been referred to the Employer Business Service Team

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 Maintain Household Notes