Manage NINO Investigation Case (AG)

• Rejected, go to step 2

• Finalised or Ceased, go to step 4

• A European Economic Area (EEA) Team case, refer the details to that team

• Select ‘File’ on the toolbar menu

And

• Select ‘Print’ from the options available

Then

• Cancel out of the Function

Note: You must cancel out of the Function because you need to recapture the claim as new without matching the claimant to their NINO

• Write ‘Do not trace and match claimant. OO Reference required’ in Application Notes

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

• When the claim is completely recaptured

• Click on the [OK] button on the Summary Information screen

And

• Click on the [Process] button to send the claim for processing

Then

• Go to step 6

Notes:

1. Use the Effective Date shown on the screen prints you have taken

2. Do not enter the claimant’s NINO when recapturing the claim

• Select ‘Household’ from the toolbar menu

• Select ‘Details’ from the options available. The Household Details screen will display

• Note the Household End Date

And

• Take a screen print of the whole claim. To do this

• Select ‘File’ on the toolbar menu

And

• Select ‘Print’ from the options available

Then

• Cancel out of the Function

• Write ‘Do not trace and match claimant. OO Reference required’ in Application Notes

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

• When the claim is completely recaptured

• Click on the [OK] button on the Summary Information screen

And

• Click on the [Process] button to send the claim for processing

Then

• Go to step 6

Notes:

1. The Effective Date must be the day after the date in the Household End Date field

2. The date in the Received Date field must be the day after the Effective Date

3. Do not enter the claimant’s NINO when recapturing the claim

• Use Function MANAGE VERIFICATION FAILURES to establish if the claim has failed verification for the reason ‘Applicant Not Matched’. If

• The claim has failed verification with this reason, go to step 7

• The claim has not failed verification, repeat this step until the claim has failed verification with this reason and then go to step 7

Complete form CA8288 and

• Write ‘NINO under investigation. OO Reference required’ in the Further Information box on the form CA8288

And, if applicable

• Add ‘Claimant is employed’ in the Further Information box

Note: This information will prompt the Customer Validation Unit (CVU) to supply the employer with the correct NINO when the temporary tax credit reference is amended to the NINO on HM Revenue & Customs (HMRC) databases

Then

• Ask your line manager to check that the form CA8288 has been completed correctly. If your line manager

• Confirms the form CA8288 has been completed correctly, go to step 8

• Tells you that the form CA8288 has been completed incorrectly, make the required changes and then go to step 8

• Enter the e-mail title ‘Temporary tax credit reference required – NINO investigation case’ in the subject box

And

• Send to ‘TCO STU Referrals’

Note: You must ensure that there is no trace of the e-mail left in your e-mail folders, including your ‘deleted items’ folder. This is to ensure HMRC complies with Data Protection Act requirements

• Provide details of the OO Reference, go to step 10

• Do not provide a response, contact STU for an update. If STU

• Provide details of the OO Reference, go to step 10

• Ask you to extend the BF date. Extend the clerical BF to the date requested and repeat this step until you are provided with details of the OO Reference. Then go to step 10

• The claim fails any other high severity verification checks, resolve each failure. Follow the guidance in Applications Work Lists.  When all the failures have been resolved, go to step 11

• The claim is awarded, go to step 11

• Give CCRT your contact telephone number and ask them to notify you when the NINO investigation is complete

And

• Set up a clerical BF for 3 months. If

• CCRT notify you that the investigation is complete, go to step 13

• You do not receive a response, go to step 12

• Advise you that the investigation is complete, go to step 13

• Ask you to extend the BF date, extend the BF to the date specified and repeat this step until you are told that the investigation is complete. Then go to step 13

• Details of the claimant who is currently using a temporary tax credit reference

• The NINO investigation is complete

And

• The claimant’s NINO

When the form CA8288 has been completed

• Enter the e-mail title ‘CA8288’

Followed by

• ‘NINO INVESTIGATION. ACTION COMPLETE’ in the subject box

For example, ‘CA8288. NINO INVESTIGATION. ACTION COMPLETE ’.

And

• E-mail the form CA8288 to ‘TCO STU Referrals’

Then

• Go to step 14

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

• Link together all the documents

And

• Send to remote storage. Follow the guidance in Preparing And Sending Documents For Storage