Correspondence Or M1 Referral Cannot Be Traced To A Claim - TCO Only (AG)

• The claimant’s postcode
   
• The first initial of the claimant’s surname followed by #

Then

• Click on the [Search] button. The computer will search the HM Revenue & Customs (HMRC) databases to try and match the details with an individual

• If the individual is found, go to step 2

• If the individual is not found, go to step 3

• Make a note of the NINO

Then

• Use Function VIEW APPLICATION to check whether there has been a claim made

Note: If the correspondence or M1 referral relates to a child, you will have to search for the adult at that address who may not have the same surname. The adult may not have the same surname as the child. The HMRC database will have details of the child, but you will not be able to trace for the child on the computer using their NINO

• If you trace a claim, go to step 4

• If you do not trace a claim, go to step 5

• The claimant’s postcode
   
• The letter A followed by # in the Surname field

Then

• Click on the [Search] button. If the address details are not found, repeat this process through the alphabet

• If the individual is not found, go to step 6

• If the individual is found. Make a note of the NINO and then use Function VIEW APPLICATION to check whether there has been a claim made

Note: If the correspondence relates to a child, for example, a medical card, you will have to search for the adult at that address who may not have the same surname. The adult may not have the same surname as the child. The HMRC database will have details of the child, but you will not be able to trace for the child on the computer using their NINO

• If you trace a claim, go to step 4

• If you do not trace a claim, but you have the individual's NINO, go to step 5

• If you do not trace a claim and you do not have the individual's NINO, go to step 6

• Enter the following details on the correspondence or M1 referral

• Full name

• NINO for both claimants, if appropriate

• Send the correspondence or M1 referral to the relevant team or to storage, whichever is appropriate
   
• Take no further action

• Use the Access to DWP Data (ADD) system
   
• Enter the NINO on the Home screen
   
• Click on the [ Verify] button

• If the message ‘ No Results Returned’ displays, go to step 6

• If details are found and they relate to the correct person, go to step 9

• If details are found, but they do not relate to the correct person, go to step 6

Note: A minimum of 2 of the following 3 items must be used

• Forename (in full)
   
• Surname (in full)

Or

• Date of birth (DD/MM/YYYY)

Then

• Click on the [ Trace] button

• If the message ‘ No Results Returned’ displays, go to step 7

• If details are found they will appear in the Results table

Note: You can view more information for the person you have traced by clicking on the NINO

• If you find the correct person, go to step 9

Wildcard Tracing

'Wildcard Tracing' is tracing using details that are incomplete. In such cases ADD allows you to enter a 'Wildcard' in certain fields as follows

• Surname
   
• Forename
   
• Address Line 1

In order to use a Wildcard a * should be placed to indicate a string of more unknown characters

When using a Wildcard for NINO, Surname, Forename and Postcode at least three characters should be used

• For example, Smi*, Smit*

When using a Wildcard for Address Line 1 at least 7 characters should be used

• For example, 200 Stan*

When tracing by address a full Postcode should always be used

• If details are found and they relate to the correct person, go to step 9
   
• If details are found, but they do not relate to the correct person, go to step 7

• Enter more personal details and attempt an additional 'Wildcard' trace

• If you are unsuccessful and you are dealing with an M1 referral, go to step 8
   
• If you are unsuccessful and you are dealing with a p iece of correspondence, contact the claimant to ask them for more information to help you trace the claim. Follow the guidance in Contacting The Claimant

• If you are unable to contact the claimant, place the M1 referral or correspondence in confidential waste

• If you are successful, go to step 9

• If not found on the spreadsheet, go to step 10

• Make a note of the NINO

Then

• Use Function VIEW APPLICATION to check whether there has been a claim made

• If you trace a claim and you consider that the correspondence or M1 referral relates to that claim, enter the following details on the correspondence or M1 referral

• Full name

• NINO for both claimants, if applicable

Then

• If it is a piece of correspondence, send it to the relevant team
   
• If it is an M1 referral, send it to storage. Follow the guidance in Preparing And Sending Documents For Storage

• If you do not trace a claim, go to step 10

Then

Send the M1 referral to storage. Follow the guidance in Preparing And Sending Documents For Storage