No Trace of Claim (AG)

If there is no trace of the claim, consider steps 1 - 8 below

Initial actionSteps 1 - 6
TALLO / TAL / Line Manager actionSteps 7 - 8


clik here to return to topInitial action

1Use Function VIEW APPLICATION and click on the All checkbox. This will show all the claims
2Enter each of the following combinations until you find the relevant claim
  • Claimant 1 NINOonly
  • Claimant 1 Surname and Date of Birth only
  • Claimant 2 NINO only
  • Claimant 2 Surname and Date of Birth only (DO NOT enter claimant 2 Forename)
  • If you find the correct claim, continue with your action
  • If you cannot find the correct claim, and
  • The claimant is on the telephone or in the Enquiry Centre, go to Step 3
  • If you are dealing with correspondence, go to Step 5
3Apologise to the claimant for the inconvenience
  • Explain you are unable to access their records and you need more details to look into the matter further

And

These details will be forwarded to a Specialist team who will deal with your claim as a matter of urgency
4Obtain the following information from the claimant over the telephone or in the Enquiry Centre
  • Full name (surname, forenames, title)
  • NINO
  • Date of Birth
  • Address and Postcode

And

  • Telephone number
5Complete the M1 Referral form with as many details as possible

Note:  Attach the photocopies of any relevant correspondence or other documents to the M1 Referral form
6If you are working in
  • The Tax Credit Office, pass the M1 Referral form to your Technical Advice Line Liaison Officer (TALLO) to pass to the Technical Advice Line (TAL)
  • A Contact Centre, pass the M1 Referral form to your Team Leader
  • An Enquiry Centre, pass the M1 Referral form to your line manager


clik here to return to topTALLO / TAL / Line Manager action

7Check that the M1 Referral form has been completed correctly
  • If it has, go to step 8
  • If it has not, return the M1 Referral form to the originator
8Send the correctly completed M1 Referral form and any attachments
  (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)(This text has been withheld because of exemptions in the Freedom of Information Act 2000)

Note:  All referrals must be completed fully and correctly. If not, they will be returned unactioned to the originator



Home|Main Contents|Manual Contents

Previous Page|Next Page|Top|Menu