| 1 | If you are dealing with
- A copy of an award notice we have requested, go to step 10
- New correspondence which may include an award notice, go to
step 2
- Retrieved casepapers, go to step 7
- Expired BF date following the issue of form TC945, go to step
15
|
| 2 | Use Function VIEW
HOUSEHOLD NOTES to check if there is any Customer Support Unit
(CSU) interest
- If there is a message about an open or unresolved complaint, or
a closed 3rd tier complaint, use the contact details from Household
Notes to contact CSU. Ask CSU whether you can review the decision
on the disputed overpayment, giving them any relevant new
information
Note: You must contact CSU in the case of a closed
3rd tier complaint as a decision may have been made which should
not be overturned
- If they tell you that you can review the decision on the
disputed overpayment, go to step 3
- If they tell you that you cannot review the decision on the
disputed overpayment
- Refer the case papers to CSU for their action
- Use Function MAINTAIN HOUSEHOLD NOTES to record the
following
‘TCMZ*** DOP*** Corre received on Group XX sent
to CSU Team XX XX/XX/XX’
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
Note: You will need to ask the CSU contact who to
send the case papers to
- If there is a message relating to a closed or resolved
complaint, go to step 3
- If there are no messages relating to CSU or any other DOP
team’s interest in the claim, go to step 3
|
| 3 | Use Function MAINTAIN
HOUSEHOLD NOTES and select the ‘Debt Recovery’ category
to record the following
‘
OP13 – Overpayment Review of dispute for 200X / 200X
under review on group XX Date DD/MM/YY’
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
|
| 7 | Consider the information
in the new correspondence and the original DOP decision
- Has the claimant provided any new information to support a
review of the original DOP decision
- Yes, go to step 10
- No and the claim has not previously been reviewed, go to step 9
- No and the claim has previously been reviewed.
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
- go to step 14
-
(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)
- If the claimant has referred to an award notice but has not
included the award notice with the new correspondence, go to step
8
|
| 8 | Telephone the claimant to
request a copy of the award notice so that you can establish if any
new information leads you to believe the overpayment should not be
recovered. Follow the guidance in
Contacting The
Claimant
- If you are able to contact the claimant by telephone, go to
step 9
- If you are unable to contact the claimant by telephone
- Send form
TC945 to the claimant
requesting the award notice
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Debt Recovery’ category to record the following
‘TCMZ - TC945 issued to customer requesting copy
of award notice referred to in overpayment letter’
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
- File the new correspondence in the BF run
- Set a clerical BF date for 14 days in the future to await the
award notice
- Take no further action
|
| 9 | Ask the claimant if they
have any further information that they think we should consider
when looking at the DOP decision again and which year(s) they are
disputing
- Complete a form TC648 to record the information from the
claimant
- Has the claimant provided any new evidence to support a review
of the original DOP decision
- Yes, go to step 10
- No,
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
- go to step 14
-
(This text has been withheld because of exemptions in the
Freedom of Information Act 2000)
|
| 10 | Determine the reason for
the overpayment. Follow the guidance in
Calculate And Remit An Overpayment –
For Cases Suspended On Or After 30/10/06 from step 1 and steps
5 to 36
Note: If you determine that a cashcheque has been
posted to the wrong year, creating an overpayment, follow the
guidance in
Incorrectly Posted Cashcheques(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: If you are unable to make a decision on the
claim because of an Extended Action Request System (EARS), you must
suspend recovery of the overpayment. Follow the guidance in
Register And Maintain A Disputed
Overpayment Or Manual Suspension and then refer the claim to
your Technical Advice Line Liaison Officer (TALLO)
- If after reviewing the evidence provided you determine that the
decision on the overpayment was
- Correct, go to step 12
- Incorrect, go to step 11
- Correct, but the remittance was incorrectly applied
Then
Note: If you have previously suspended recovery of
the overpayment and you have now made a decision, you must
reinstate recovery of the overpayment prior to taking any other
action. Follow the guidance in
Register And Maintain A Disputed
Overpayment Or Manual Suspension
|
| 11 | Determine the amount to
be remitted. Follow the guidance in
Calculate And Remit An Overpayment –
For Cases Suspended On Or After 30/10/06 from steps 41 to 51
Note: If the total overpayment is £100.00 or
less, is for the tax year 2005-2006 or a later year and the award
is
finalised, you can remit
the overpayment under the £100.00 or less rule
Then
|
| 12 | Prepare and issue form
TC916 to the claimant
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Debt Recovery’ category to record the following
‘
OP03 - Overpayment Review (insert tax year). Post
received (DD/MM/YY). Decision dated (DD/MM/YY) overturned/upheld.
(Remitted in full/part/not remitted). (Amount remitted £00.00,
reason/amount not remitted/fully recoverable £00.00, reason).
Letter issued TC???’
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
|
| 13 | If the overpayment is
- Remitted in part because we failed to meet our responsibilities
for part of the overpayment, issue form TC859D
- Remitted in full because we failed to meet our responsibilities
for all of the overpayment, issue form
TC921
- Fully recoverable because the overpayment was not caused by us
failing to meet any of our responsibilities, issue form
TC883
Notes:
- In joint Household claims, issue one letter addressed to both
claimants
- Where the household has broken down, if the overpayment
position has changed, a separate letter must be issued to each
claimant. The letter to the claimant who has not written in must
only give the overpayment decision. Do not include answers to other
issues
- If the overpayment position has not changed, that is the
overpayment has not been remitted in full or in part, issue one
letter to the claimant who disputed the overpayment
Then
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Debt Recovery’ category to record the following
‘
OP03 - Overpayment Review (insert tax year). Post
received (DD/MM/YY). Decision dated (DD/MM/YY) overturned/upheld.
(Remitted in full/part/not remitted). (Amount remitted £00.00,
reason/amount not remitted/fully recoverable £00.00, reason).
Letter issued TC???’
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
|
| 14 | Use Function MAINTAIN
HOUSEHOLD NOTES to check if there has been a previous DOP review on
this claim
- If there has been a previous review conducted
- Prepare and issue form
TC915c to the claimant
- In Function MAINTAIN HOUSEHOLD NOTES, select the ‘Debt
Recovery’ category to record the following
‘
OP12 – Overpayment Review (insert tax year) TC915c
sent. Case has been previously reviewed, no further evidence
provided for further review’
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
- If there has not been a previous DOP review conducted, go to
step 15
|
| 15 | If the original dispute
outcome was that we
- Did not meet our responsibilities and the claimant did not meet
their responsibilities either, prepare and issue form
TC915a to the claimant
- Met our responsibilities, prepare and issue form
TC915b to the
claimant
Then, in both cases above
- Use Function MAINTAIN HOUSEHOLD NOTES and select the
‘Debt Recovery’ category to record the following
‘
OP11 – Overpayment Review (insert tax year)
TC915a/TC915b (delete as appropriate) issued to App 1 / App 2. No
further evidence provided by claimant for review of original
Dispute’
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
|
Initial action
