To deal with a personal cheque or giro presented at an Enquiry Centre, consider steps 1 - 17 below. The guide is presented as follows

Initial actionSteps 1 - 2
Determine reason for return or paymentStep 3
Returning PaymentSteps 4 - 7
Complete mismatch actionSteps 8 - 9
Record account detailsStep 10
Cancel giroStep 11
Final actionSteps 12 - 17


click here to return to top   Initial action

1For each cheque, cash payment or giro received in the Enquiry Centre complete a form TC648 with
  • Claimant's name
  • Current address
  • Telephone number
  • Name of Enquiry Centre
  • Name of officer dealing with the query and their contact number
  • The amount of the cheque, cash or giro being presented

And

  • National Insurance number (NINO), if possible
2Make a note of all the information regarding the claimants reason for returning the giro or making a payment by cheque on the formTC648
  • Go to step 3


click here to return to top  Determine reason for return or payment

3If the claimant
  • Has applied for tax credits and wishes to repay an overpayment with a personal cheque or cash, go to step 4
  • Has never applied for tax credits and is returning a giro they received in error, go to step 8
  • Has never applied for tax credits and wishes to repay tax credits paid incorrectly into their bank or building society account with a personal cheque, go to step 10
  • Believes they are not entitled to the payment due to a change in circumstances, go to step 4


click here to return to top  Returning the payment

4Explain the following to the claimant
  • If we take their payment we cannot guarantee that their regular payments will be adjusted to take account of the payment they are making or returning. This will occur after the returned payment has been recorded onto their account and the payment re-profiled

For Example:  If a claimant has received a manual payment of £500.00 and has subsequently received a computer issued payment of £500.00 covering the same period. They may wish to repay the manual payment of £500.00. Their computer payment will be re-profiled to take account of any payments received, including the £500.00 manual payment, the £500.00 computer payment, and any other payments that have been issued. Their weekly payment will be reduced to offset the manual payment. If they repay the £500.00 now, their weekly payment may still be reduced and it is possible that the money repaid by the claimant will only be taken into account when the payments are re-profiled, then the computer will recognise that a £500.00 underpayment is due

And then

  • Go to step 5
5If the customer decides
  • They no longer wish to pay the cash , giro or cheque to the Enquiry Centre, take no further action
  • They are still happy to pay the cash, giro  or cheque, go to step 6
6Accept the cash, giro or cheque and explain that
  • The full amount of the extra money they have received will be offset against any outstanding overpayment on their tax credits account
  • If the claimant believes they are not entitled to the payment due to a change in circumstances, go to step 7
  • In all other cases, go to step 12
7Use Function VIEW APPLICATION and go to the appropriate screen to see if the change of circumstances has been captured
  • If the change of circumstances has been captured and the claimant is returning a giro, go to step 8
  • If the change of circumstances has been captured and the claimant wishes to pay a cheque or cash, go to step 12
  • If the change of circumstances has not been captured. Follow the guidance in Changes to capture the change of circumstances and then
  • If the claimant wishes to pay a cheque or cash, go to step 12
  • If the claimant is returning a giro, go to step 8


click here to return to top  Complete mismatch action

8Confirm that the details on the giro match the claimant's details
  • If they do not match , go to step 9
  • If they do match, go to step 11
9Follow the guidance in Incorrect Personal Information Held On The Computer and No Trace Of Claim. If you can
  • Correct the details do so
  • Explain that the giro will be returned to the TCO for reissue
  • Make a note on form TC648 that the giro was returned due to a mismatch

And then

  • Go to step 11

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


click here to return to top  Record account details

10If the tax credits have been incorrectly paid into a claimants account record the following on form TC648
  • The name of the bank or building society
  • The account number
  • The sort code number
  • The name the account is held in
  • If a building society the number of the account

And

  • If appropriate, the account reference number

And then

  • Go to step 12


click here to return to top  Cancel giro

11Stamp all returned damaged giros with the ‘Cancelled’ stamp or write cancelled in red ink across each giro and then
  • Go to step 12


click here to return to top  Final action

12Provide the claimant with a form TC49 as a receipt for any giro returned, and if they request a receipt for any cash or cheque paid in, also complete a form TC49
  • If you give a receipt for a cheque. Record the details in the ‘Notes’ space on the form TC49 and then go to step 13
  • If you give a receipt for cash paid in. Enter the amount in the ‘Notes’ space on the form TC49 and then go to step 13
13On the form TC648
  • Record all the details of any incorrect account
  • Attach the cheque or giro to form TC648

And then

  • Go to step 14
14Use Function MAINTAIN HOUSEHOLD NOTES
  • Enter the NINO in the Key Entry Data screen
  • If the claimants details are not displayed, go to step 16
  • If the claimants details are displayed, go to step 15
15In Function MAINTAIN HOUSEHOLD NOTES
  • Click on the [Add Note] button
  • Select ‘Payments’ from the Category Filter drop down list

And

  • Make a note of
  • The type of payment returned
  • The amount of the payment
  • The issue date if a giro is returned
  • The giro serial number

And

And then

  • Go to step 16
16Send the giro, a photocopy of the cheque, or a photocopy of the cash receipt with the completed form TC648 to the Valuables Team (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

And then

  • Go to step 17
17Bank any personal cheques or cash using the normal banking procedures



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