Checking Unmatched
Returned Award Notice (AG)
To deal with an unmatched returned award notice, consider steps
1 – 10 below. The guide is presented as follows
Initial action
| 1 | Use Function LOG RETURNED AWARD NOTICE and find the
award you are attempting to log the returned award notice against
- Compare the details you entered on the computer with the
barcode reference number
or the
NINO(s) and the award issue date
on the award notice to see if they were entered correctly
If
- The details were entered incorrectly, go to step 2
- The details were entered correctly, go to step 3
- The details on the award notice are illegible or a NINO has
been changed since the award was issued, go to step 4
|
Details entered incorrectly
| 2 | If the details were entered incorrectly
- Click on the appropriate line to highlight it and click on the
[Amend / Delete] button to amend the details.
Always use the barcode reference first. The
computer should now match the award notice to the correct
claim
If it
- Does now match, take no further action
- Still does not match, go to step 3
|
Enter alternate details
| 3 | If the details you entered were correct, or a match
could not be made after you have amended any incorrect details
check if the NINO and Award Issue Date are populated
- Retain the notice in accordance with you office practise
- Delet the entry from the Unmatched Entries screen
- Click on the appropriate line to highlight it and click on the
[Amend / Delete] button. Then on the Amend / Delete screen
- Delete the barcode reference number and replace it with the
NINO(s) and the Award Issue Date
And then
- Retain the notice in accordance with your office practise
- Delete the entry from the Unmatched Entry screen
|
| 4 | If the details on the award notice are illegible or
the claimants’ NINO(s) have been changed since the award
notice was issued
- Use Function TRACE CITIZEN to trace the NINO. Follow the
guidance in
Trace
Individual
|
| 5 | If you are now able to trace a NINO
- Return to step 3 and amend the NINO and ensure the Award Issue
Date is also present
|
| 6 | If the details still appear on the Unmatched
Entries screen
- Retain the notice in accordance with you office practise
- Delete the entry from the Unmatched Entries screen
|
Returned award notice not matched
| 7 | Use Function VIEW AWARD and go to Award Summary
screen
- Check the Award Displayed field to see whether a copy or a
duplicate notice has been issued
|
| 8 | If either a copy or a duplicate notice has
been issued
- Make a note of the issue date of the original notice. This date
will be required later to log the return of the notice
|
| 9 | If a duplicate or copy notice has not been issued
- Follow the guidance in
Trace Individual to
establish the claimant's NINO or surname and date of birth
Then
- If you make a trace, go to step 3
- If you do not make a trace, take no further action
|
| 10 | If you make a match in Function TRACE
INDIVIDUAL or where a copy or duplicate notice has been issued
- Log the award notice using the original issue date . Follow the
guidance in
Award Notices
|
