Bank Account / Building Society Change (AG)

• You are dealing with a returned form TC664, go to step 5
   
• You are dealing with an expired action date and you cannot obtain the missing information after following the normal reminder cycle, go to step 12

Otherwise

• Go to step 2

• If the claim is pre award, go to step 3
   
• If the claim is post award, select the All checkbox on the Key Entry Data screen to view all the changes to the claim. Using the information about the changes that have already been made and the change to the bank details you are dealing with now, consider if the change is suspicious (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

• If

• You consider the change is suspicious, go to step 14
   
• The payment is suspended. Follow the guidance in Setting And Removing Suspension Reasons

Otherwise

• Go to step 3

• Sort code
   
• Account number
   
• Building society reference number, if applicable
   
• Name of the account holder
   
• The date the account will start. This can be up to 30 days in the future

Then

• If the change has come from the claimant, go to step 4
   
• If the change has come from a bank, building society or personal acting body, go to step 5

• If you are able to contact the claimant by telephone

• Tell the claimant you are working on a section that confirms whether we hold the most up to date details for the claimant
   
• If the claimant is already being paid through a bank or building society account, ask the claimant to confirm their current bank or building society details held on the computer

• If the claimant does not wish to disclose any information about their bank details or is unable to confirm their current bank or building society details held on the computer, advise them to contact the Tax Credit Helpline on 0845 300 3900 who will be able to make the change. Go to step 12
   
• If the claimant confirms their current bank or building society details or they are not already being paid through a bank or building society, then
   
• If the claimant tells you they have asked for their bank details to be updated, confirm this with the claimant
   
• Ask the claimant if they want us to update their Child Benefit bank account details as well

And

• Ask the claimant for any missing bank details
   
• If the claimant does not have a bank or building society account for us to pay their tax credits into, tell them they will need to open one. Until new account details are received their payments will be made by cashcheque

Then

• Go to step 5

• If you are unable to contact the claimant by telephone

• Send form TC664 (option 2) to the claimant requesting the following information for the new and, if applicable old bank details

• Sort code
   
• Account number
   
• Building society reference number, if applicable
   
• Name of the account holder
   
• The date the account will start. This can be up to 7 days in the future

Then

• Go to step 12

• You have contacted the claimant

• By telephone or in writing to confirm or obtain any missing information for their new bank details, go to step 6
   
• By telephone but the claimant has not requested a change to their bank details, go to step 14
   
• In writing but the claimant has not told you about their new bank details, go to step 14

• You are dealing with a change from a bank or building society and

• There is no missing information, go to step 6
   
• There is missing information. Telephone the claimant to obtain the missing information and to ask the claimant if they want you to update their Child Benefit bank details too. Follow the guidance in Contacting The Claimant

• If you obtain the missing information, go to step 6
   
• If you are unable to contact the claimant by telephone, send form TC664 for the details listed above and then go to step 12

• You are dealing with a change from a personal acting body and

• There is no missing information, go to step 6
   
• There is missing information. Telephone the personal acting body to obtain the missing information and to ask them if the claimant wants you to update their Child Benefit bank details too. Follow the guidance in Contacting The Claimant

• If you obtain the missing information, go to step 6
   
• If you are unable to contact the personal acting body by telephone, send form TC664 for the details listed above. If necessary, follow the normal reminder cycle and then go to step 12

• UK bank account, go to step 7
   
• Foreign bank account

• Complete a form TC648 and forward the details to the Bank Liaison Team

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

Then

• Go to step 12

• If you are taken to the Applicant Details screen, go to step 10
   
• If you are prompted to go to the Free Format screen, go to step 8

• Yes, file in a clerical BF until the date of the change
   
• No

• Use Function AMEND APPLICATION choosing the Correction option. You will be prompted to make the change in Function CAPTURE APPLICATION
   
• Click on the [Yes] button on the message. You will be taken to the Applicant Details screen
   
• Select ‘PM1’ or ‘PM2’ on the toolbar menu, as appropriate for claimant 1 or claimant 2. You will be taken to the Payment Details screen

Note: If you are changing the bank details to an Alliance and Leicester Giro Account, confirm you have the correct sort code and account number. Follow the guidance for Alliance or Alliance & Leicester Giro or Giro in the Bank Details Guide

• Enter the following details

• Account number
   
• Sort code
   
• Building society reference number, if applicable

Note: You must tab out of the Sort Code field to validate the account. The Bank Wizard will automatically populate the Bank Address field. Once this field has been populated do not overtype the address

• If the bank details displayed are

• Incorrect, check and amend the bank account and sort code
   
• Invalid, follow the guidance inBank Details Guide

Note: If the warning message ‘Sort Code is Invalid’ displays, you may have an invalid sort code or an invalid account number. This message acts as an error and prevents you from leaving the screen
 
Or

• They have changed for both claimants in a joint claim

• Select ‘PM1’ or ‘PM2’ on the toolbar menu. Repeat this action and the action below for both claimants in a joint claim
   
• Click on the [Delete] button to clear the screen

Then, when you have completed your entries

• Select ‘Sm’ on the toolbar menu. You will be taken to the Summary Information screen
   
• Go to step 9

• Enter the following in the Application Notes field

‘ NC61 - COC bank details updated (letter/tel) recd (DD/MM/YY) from (source)’
 
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

• Click on the [OK] button

• If either of the following messages display

‘The information captured is incomplete. This application will be rejected’
 
Or
 
‘The information captured indicates that the application maybe ineligible. This application maybe rejected’

• Click on the [Store] button

Then

• Go to step 15

• If neither message displays, go to step 15

• Select ‘PM1’ or ‘PM2’ on the toolbar menu, as appropriate for claimant 1 or claimant 2. You will be taken to the Payment Details screen

Note: If the bank details are being changed to an Alliance and Leicester Giro Account, confirm you have the correct sort code and account number. Follow the guidance for Alliance or Alliance & Leicester Giro or Giro in the Bank Details Guide

• Click on the [Delete] button to clear the screen
   
• Enter the following details

• Account number
   
• Sort code
   
• Account name
   
• Building society reference number, if applicable
   
• Start date. This can be up to 30 days in the future

Note: You must tab out of the Sort Code field to validate the account. The Bank Wizard will automatically populate the Bank Address field. Once this field has been populated do not overtype the address
 
Note: If the start date is prior to today’s date and a warning message displays, enter today’s date as the start date

• If the bank details are

• Incorrect, check and amend the bank account and sort code
   
• Invalid, follow the guidance inBank Details Guide

Note: If the warning message ‘Sort Code is Invalid’ displays, you may have an invalid sort code or an invalid account number. This message acts as an error and prevents you from leaving the screen

• If the account details have changed for both claimants in a joint claim, change the details for the other claimant

• Select ‘PM1’ or ‘PM2’ on the toolbar menu, as appropriate. You will be taken to the Payment Details screen
   
• Click on the [Delete] button to clear the screen
   
• Enter the new account details for the other claimant

Note: If you cannot enter the details go to the Appointee screen. When the warning message ‘No Bank details Entered’ displays, click on the [OK] button and then return to the appropriate Payment Details screen to enter the new account details

• Click on the [OK] button. You will be taken to the Amend Finish screen
   
• Go to step 11

• Enter the date the notification of the change was received
   
• Select the relevant source, for example, ‘Paper’ from the Source drop down menu
   
• Enter the reason for the change as ‘Designatory’
   
• Click on the [OK] button

• 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 on the message
   
• Go to step 12

• 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 on the message
   
• Go to step 12

• 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, go to step 12

• Step 1 ‘ NC85 – CoC (insert area of change) unable to action as (Form number or letter) not returned. Reminder cycle expired. Case sent to storage’
   
• Step 4 ‘ NC66 – CoC Clmt cannot provide bank info. Clmt to contact helpline / reply sent / phoned (clmt1/2) (DD/MM/YY and time)’
   
• Step 4 ‘ NC83 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY). Corre rec (DD/MM/YY) from (source)’
   
• Step 5 ‘ NC83 - COC corre re (details), further info needed. UTC X 2. Letter (details) issued to (details). BF (DD/MM/YY). Corre rec (DD/MM/YY) from (source)’
   
• Step 6 ‘ NC62 – CoC Letter recd (DD/MM/YY) bank details confirmed with clmt (DD/MM/YY) and refd to Bank Liaison team’
   
• Step 11 ‘ NC61 - COC bank details updated (letter/tel) recd (DD/MM/YY) from (source)’

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

• If you have just issued a form TC664, take no further action
   
• If you have applied the change and the claimant wishes their CBO record to be updated, go to step 13
   
• If you have applied the change and the claimant does not wish their CBO record to be updated, got to step 15
   
• If you could not obtain the missing information after following the normal reminder cycle, go to step 15
   
• If you are unable to confirm the claimant’s current bank details with them, go to step 15

• Have access to the Child Benefit computer

• Make the change on the Child Benefit computer. Follow the relevant CBO guidance

Then

• Go to step 15

• Do not have access to the Child Benefit computer

• Complete a form TC649A with the following details

• Sort code
   
• Account number
   
• Building society reference number, if applicable
   
• Name of the account holder
   
• The date the change will take effect
   
• The old account details

• Save the form on your desktop
   
• From the Start menu open a Freehand e-form WAM referral
   
• Enter the claimant's surname in both Taxpayer fields
   
• Select 'Other' in both Work Area fields
   
• Enter the claimant’s NINO in both NINO fields
   
• Click on [Attachment] on the e-form
   
• In the Add Attachment box, select 'Look In' [Desktop]
   
• Click on the form TC649A on your desktop to highlight it
   
• Click on [Open]. The attachment will appear on the e-form template
   
• Click on [To] on the e-form template
   
• Select either of the 'Child Benefit Office – WAM’(s) from the Office WAM box. Do not select the 'Child Benefit Office NI - WAM'
   
• Click on [OK]
   
• Click on [Send]. The WAM referral will be sent to CBO
   
• Delete the form TC649A from your desktop

Then

• Go to step 15

• Title ‘ (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)referral’
   
• Date of the telephone call
   
• Adviser’s name
   
• Claimant’s name
   
• Claimant’s NINO
   
• Claimant’s telephone number
   
• Claimant’s address and postcode
   
• Details of all the requested changes

And then if you are working in

• Belfast, Liverpool and Preston send to the nominated (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)(This text has been withheld because of exemptions in the Freedom of Information Act 2000) 
• Washington and Newcastle send to Peterlee (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Then

• Use Function MAINTAIN HOUSEHOLD NOTES and select the ‘General’ category to record the following

‘ NC65 – CoC Letter recd (DD/MM/YY) bank details (DD/MM/YY) **SUSPECTED HIJACK REFERRAL SENT**’
 
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 15