Retrieval Of Casepapers (AG)

Note: You must attempt to resolve any issues, without requesting casepapers, where possible. Requests for Rapid Data Capture (RDC) Images and Manually Captured claims or correspondence should only be made in exceptional circumstances

Note: As approximately 95% of all paper claims submitted have been captured by RDC, this search should always be completed first

If you

• Require a paper image of a claim form or Annual Declaration that has been captured by Rapid Data Capture (RDC), go to step 2

• Require manually captured documents, for example a manually captured claim form or a manually captured Annual Declaration or correspondence, go to step 4
   
• Want to return manually captured documents, go to step 7

Note: You can request copies of all claims belonging to the claimant or a specific claim. If a specific claim is required, the Date of Claim section must be completed on the request form

Complete the RDC Image Request Form ensuring that all the appropriate fields are completed

• Save the completed request to your Z:Drive, selecting the 'Save As' option and using the claimant's surname and initial as the file name

Then

• Send the files as an attachment by email to IR:TCO PRESTON 6:RDC Image. This address can be found in the Global Address List. Please state the number of image requests in the subject line of your email to help with processing

Note: An email reply will be received within 24 hours. This will tell you if the search for the claim form is successful or not. If successful, the paper image will be sent direct to you and should be received within 72 hours

• If the search is successful, go to step 3
   

• If the search is unsuccessful, go to step 5
   
• If you require correspondence relating to the claim which may be held at remote storage, go to step 5

• Delete the RDC Image Request form from all of your e-mail folders, including the ‘Deleted Items’ folder. The saved file stored on your Z:Drive should also be deleted

Note: This is to ensure that HM Revenue & Customs (HMRC) complies with the requirements of the Data Protection Act

Then, when you have finished with the RDC paper image

• Place the paper image in confidential waste
   
• Take no further action

Note: If the details on the form are inaccurate and no documents are found, check the claim details again and if appropriate complete a new Manually Captured Documents Request Form

• If you work in one of the following areas and need to request documents that have been stored under a separate account complete the Form Type column by selecting the appropriate option from the drop down menu

• Customer Support Unit (CSU)
   
• Claimant Compliance, Preston
   
• Valuables

• If you do not work in one of the above areas, leave the Form Type column blank
   
• Click the ‘Submit Request’ button on the form. This will open a new e-mail window with the Request Form attached. Your request will be sent to IR: TCO Preston 5: Doc Mgt Team

Note: An email reply will be received within 24 hours that will tell you if the search for the manually captured documents is successful or not. If successful, the documents will be sent to you within 72 hours

• If the search is successful, go to step 6
   
• If the search is unsuccessful, go to step 5

If the search is unsuccessful, the claim form or Annual Declaration may have been submitted through the E-portal or through an interview at a Job Centre Plus Office, Social Security and Benefits Office or an Enquiry Centre. If this is the case, there are no manually captured documents to retrieve

• Take no further action

• Delete the Manually Captured Documents Request form from all of your e-mail folders, including the 'Deleted Items' folder

Note: This is to ensure that HMRC complies with the requirements of the Data Protection Act

Then

• If you are returning the documents to storage, go to step 7
   
• If you are forwarding the documents to another team, go to step 8

• Link any new correspondence to the documents requested from storage
   
• Place the correspondence behind the documents containing barcodes for the same tax year
   
• For each tax year the unmarked barcode must be placed so it is visible at the front of the plastic wallet
   
• Each tax year should have one document that has a barcode without a line through it
   
• Documents for each claimant should be placed in separate wallets for each tax year

Note: Any of the items retrieved from storage which have been unstapled must be re stapled

• Place the wallets in a Tax post polylope along with the completed return slip addressed to

DMT Returns
(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Note:The return slip can be found on the back of the Transport Work Order sheet printed by Iron Mountain

• Take no further action

• Link any new correspondence to the documents requested from storage
   
• Place the correspondence behind the documents containing barcodes for the same tax year
   
• For each tax year the unmarked barcode must be placed so it is visible at the front of the plastic wallet
   
• Each tax year should have one document that has a barcode without a line through it
   
• Documents for each claimant should be placed in separate wallets for each tax year

Note: Any of the items retrieved from storage which have been unstapled must be re stapled

Then

• E-mail DMT prior to transferring the documents advising them of the recipients name, team and location. You should also copy the recipient into the e-mail. The DMT e-mail address is IR:TCO PRESTON 5:Doc Mgt Team. This address can be found in the Global Address List
   
• Place the wallets in a tax post polylope addressed to the requesting team