Verification Failures With Foreign Bank Accounts (AG)

• You have received a telephone call or a letter from the claimant requesting you to stop paying their tax credits in to their foreign bank account, go to step 22

• You have been informed by the Bank Liaison Team that no payments have been paid in to the claimant’s foreign bank account for a considerable time, go to step 24

• You have been informed by the Bank Liaison Team that a payment of tax credits paid in to the claimant’s foreign bank account has been rejected, go to step 24

Or

• The claimant may have provided foreign bank account details, go to step 2

• Click on ‘Navigation’ on the toolbar menu

And then

• 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 3

• If there is no telephone number, go to step 5

• Their correct account details

• That the account details they have provided are for a bank account based abroad

And, if the bank account is based abroad

• Ask them to provide British based bank or building society account details

Note: If the claimant is not immediately able to provide all of the information above, arrange for a convenient time for you to call them back to obtain the missing information. If the claimant wants to telephone you back with the missing information, give the claimant the Customs and Revenue Contact Centre international telephone number and then, once you have made a note of this in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES, go to step 6

When telephoning the claimant follow the guidance in Contacting The Claimant

And then

• For pre award claims use Function CAPTURE APPLICATION and 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 and 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

• Provides British based bank or building society account details, go to step 17

Or

• Does not provide British based bank or building society account details and they insist that they want their tax credits paid in to their foreign bank account

• Explain to the claimant that they will need to complete a mandate for this to be carried out

And then

• Go to step 14

• Their correct account details

• That the account details they have provided are for a bank account based abroad

And, if the bank account is based abroad

• Ask them to provide British based bank or building society account details

And then

• For pre award claims use Function CAPTURE APPLICATION and make a note of the action taken, information required 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 and make a note of the action taken, information required 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, and the claimant

• Provides British based bank or building society account details, go to step 17

Or

• Does not provide British based bank or building society account details and they insist that they want their tax credits paid in to their foreign bank account, go to step 14

• If the information is not supplied by the Action Date, go to step 7

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

• Select the office or unit you want from the drop down list 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

• If a reminder has not been issued, go to step 9

• If a reminder has been issued, go to step 27

• Click on ‘Navigation’ on the toolbar menu

And then

• 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 10

• If there is no telephone number, go to step 12

• Their correct account details

• That the account details they have provided are for a bank account based abroad

And, if the bank account is based abroad

• Ask them to provide British based bank or building society account details

Note: If the claimant is not immediately able to provide all of the information above, arrange for a convenient time for you to call them back to obtain the missing information. If the claimant wants to telephone you back with the missing information, give the claimant the Customs and Revenue Contact Centre international telephone number and then, once you have made a note of this in the Application Notes field or Function MAINTAIN HOUSEHOLD NOTES, go to step 13

When telephoning the claimant follow the guidance in Contacting The Claimant

And then

• For pre award claims use Function CAPTURE APPLICATION and 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 you must use Function MAINTAIN HOUSEHOLD NOTES and 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

• Provides British based bank or building society account details, go to step 17

Or

• Does not provide British based bank or building society account details and they insist that they want their tax credits paid in to their foreign bank account

• Explain to the claimant that they will need to complete a mandate for this to be carried out

And then

• Go to step 14

• For pre award claims use Function CAPTURE APPLICATION and make a note of the issue of form TC609 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 and make a note of the issue of form TC609 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, and the claimant

• Provides British based bank or building society account details, go to step 17

Or

• Does not provide British based bank or building society account details and they insist that they want their tax credits paid in to their foreign bank account. Go to step 14

• If the information is not supplied by the Action Date, go to step 27

• Is based in a TAPS compliant country and the claim is not in payment, go to step 21

• Is based in a TAPS compliant country and the claim is in payment, go to step 19

Or

• Is not based in a TAPS compliant country, go to step 15

• Inform the claimant that the country their foreign bank account is based in is not a TAPS compliant country and therefore their payments of tax credits can not be paid in to this account

And

• Advise them to open and provide details of a British based bank or building society account or a foreign bank account based in a TAPS compliant country

• Provides British based bank or building society account details, go to step 17

• Is a UK resident and agrees to provide British based bank or building society account details, go to step 28

• Provides foreign bank account details based in a TAPS compliant country. If the claim

• Is not in payment, go to step 21

• Is in payment, go to step 19

• Refuses to open a British based bank or building society account or a foreign bank account based in a TAPS compliant country. Stockpile the claim until further guidance is issued to you

Or

• Does not provide the information within the normal reminder cycle, go to step 27

• Select ‘Navigate’ on the toolbar menu

And

• 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

• Click on the [OK] button. This will take you back to the Manage Verification Failures screen

And

• Click on the [OK] button. No further action necessary

• Claimant’s name

• Claimant’s NINO

And

• Reason for the referral

And then

• Send the completed form to a payment operator for them to suspend the payment of tax credits. You must also tell the payment operator to refer the case on to the Bank Liaison Team once they have completed their action

• Use Function MAINTAIN HOUSEHOLD NOTES and make a note of the action taken and the date the case was referred to the payment operator

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

And then

• Go to step 24

Note: If you have not received a reply from the Bank Liaison Team by the Action Date, telephone them for an update and, if necessary, re-set the Action Date to await the reply

• Claimant’s full name

• Claimant’s NINO

• Claimant’s contact telephone number, if applicable

• Details of the contact the Service Team has had with the claimant

• Reason for the referral

• Name of the bank or building society

• Bank details provided by the claimant

And

• Country the account is based in

And then

• Fax the completed form to the Bank Liaison Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000), go to step 23

• Claimant’s full name

• Claimant’s NINO

• Claimant’s contact telephone number, if applicable

• Details of the contact the Service Team has had with the claimant

And

• Reason for the referral

And then

• Send the completed form and, where applicable, the letter received from the claimant to the Bank Liaison Team, go to step 23

• 28 days in the future if the claimant wants their tax credits paying in to their foreign bank account

Or

• 14 days in the future if the claimant no longer wants their tax credits paying into their foreign bank account

Note: Make sure that you tick the Retained checkbox after entering the Action Date

And then

• For pre award claims use Function CAPTURE APPLICATION and make a note of the action taken and the date the case was referred to the Bank Liaison 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 and make a note of the action taken and the date the case was referred to the Bank Liaison 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

And

• Go to step 24

Note: If you have not received a reply from the Bank Liaison Team by the Action Date, telephone them for an update and, if necessary, re-set the Action Date to await the reply

• Inform you that you must make enquiries to establish an alternative bank or building society account to pay the claimant’s tax credits in to. This is because

• The claimant no longer wants the payments of tax credits being paid in to their foreign bank account

Or

• The Bank Liaison Team have been informed by the sponsor bank that a payment of tax credits paid in to the claimant’s foreign bank account has been rejected

• Telephone or, if necessary, write to the claimant to obtain details of this alternative bank account (follow steps 2 to 13 above for the actions to take when contacting the claimant)

And then

• If the account details provided by the claimant are for a British based account, enter these details on to the computer, go to step 17

• If the account details provided by the claimant are for an alternative foreign bank account, go to step 14

Or

• If the claimant does not provide details of an alternative bank account within the normal reminder cycle, go to step 27

• Provide you with details of the standard sponsor bank account number and sort code to enter on to the computer so that the claimant’s payments of tax credits can be paid in to their foreign bank account, go to step 25

Note:The sponsor bank have a maximum £5000 limit on individual transactions for tax credits. You must check that the amount issued to the claimant will not exceed this limit and, if the amount issued will exceed £5000, you must inform the Bank Liaison Team of this by telephone

Or

• Inform you that you must make enquires to establish the reason why the payments of tax credits have not been paid in to the claimant’s foreign bank account for a considerable time

• Telephone or, if necessary, write to the claimant to obtain the reason (follow steps 2 to 13 above for the actions to take when contacting the claimant)

And then

• Telephone the Bank Liaison Team with this reason once the claimant has provided it. No further action necessary

• Select ‘Navigate’ on the toolbar menu

And

• 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

• The standard Citibank Account Number (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• The standard Citibank Sort Code number (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

And

• The claimant’s NINO in to the Building Society Reference field

Follow the guidance in Changes

And then

• Click on the [OK] button. This will take you back to the Manage Verification Failures screen

And

• Click on the [OK] button. No further action necessary

• Is not in payment, reject the claim. Follow the guidance in Rejection Due To A Verification Failure

Or

• Is in payment. The claim will remain on the ‘Suspended Payments’ Work List until the claimant contacts the office. No further action necessary