Repayment Of Tax
Credits To Claimants Queries (AG)
To deal with queries regarding the repayment of tax credits,
consider steps 1 – 9 below. The guide is presented as
follows
Initial action
| 1 | Use Function VIEW HOUSEHOLD ACCOUNT
and go to the Postings screen
- Check to see if the claim has been re-profiled
Note: The screen will show an amended award along
with a new amount
- Check the postings before the latest award was amended
And then
|
| 2 | If the claimant
- Has only received the computer generated payments or any manual
payments were ‘posted’ on screen after the award was
amended, go to step 3
- Has received computer generated payments and manual payments
before the award was amended, go to step 4
|
Inform claimant of the position
| 3 | Inform the claimant
- That their new payments are correct
And
- The repayment that they made will be dealt with in due
course
Note: If the query was sent by letter, you must
contact the claimant and inform them that their payments are
correct. Follow the guidance in
Contacting The
Claimant
And then
Store any correspondence. Follow the guidance in
Preparing and Sending
Documents For Storage
|
| 4 | If the claimant has received computer
generated payments and manual payments which have been taken into
account in the re–profiling and
- The query was received in writing, go to step 6
- You are in telephone contact with the claimant, go to step
5
|
| 5 | Inform the claimant that their
repayment has not been taken into account in the re–profiling
but it will be in due course
- If the claimant is happy to wait, take no further action
- If the claimant is not happy to wait
- Inform the claimant that the repayment will be returned to them
within 4 weeks
And then
|
Final action
| 6 | Sent the correspondence to Service
Group 10 using the internal mail to
Service Group 10
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
And then
|
| 7 | Complete a form TC648 with the
following details
And
- The date the repayment was made
And then
|
| 8 | Mark the top of the form TC648
- ‘Repayment of Tax Credits’
And send the form to Service Group 10 using the internal mail
to
Service Group 10
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
And then
|
| 9 | Use Function MAINTAIN HOUSEHOLD NOTES
- Enter the claimant's NINO in the Key Entry Data screen
- Click on the [Add Note] button
- Select ‘Payments’ from the Category Filter drop
down list
And
|
