Applicant Failed Payments Work List: No Reason Given (AG)

• Select the ‘Applicant Failed Payments’ Work List from the drop down menu in the Worklist Type field

• Select the office or unit you want from the drop down list for the Management Unit field, if the one you want is not already displayed in this field. The screen will be redisplayed with the entries currently on the Work List

• Click on the work item you want to work to highlight it

• Click on the [Details] button. You will be taken to the Worklist Entry Details screen

• Make a note of the

• NINO

• Reason

And

• Creation Date

• Check if there is an entry in the Action Date field

• If there is no entry in the Action Date field, go to step 2

• If there is an entry in the Action Date field, follow the guidance in Applicant Failed Payments Worklist: Work List Items With Action Date Set

Note: The reason field should be blank. If any other reason is present, follow the guidance in Applicant Failed Payments Worklist: All other BACS failure Items

• If there is compliance activity, follow the guidance in Identifying Compliance Activity

Then

• If you have referred the claim to the Claimant Compliance Risk Team (CCRT), go to step 11

• If there is no compliance activity or compliance do not want the claim, go to step 3

Note: You must not contact the claimant or amend account details until you have followed all relevant guidance and taken the necessary action to determine if there is or should be compliance activity

• Set the suspension reason to ‘Invalid Bank Details’. Follow the guidance in Setting And Removing Suspension Reasons

• Go to step 4

• Use Function VIEW APPLICATION

• Enter the claimant's NINO in the Key Entry Data screen

• Select the All checkbox

• Click on the [OK] button. You will be taken to the Select Application Version screen

Note: If you are taken to the Select Application screen, click on the latest claim to highlight it and then click on the [OK] button

• On the Select Application Version screen, check the date in the Received Date column for the latest claim version

• If the date in the Received Date column is after the original issue date of the returned payment

• Click on the latest version to highlight it

• Click on the [OK] button. You will be taken to the Application Summary screen

• Select 'Navigation' from the toolbar menu

• Select 'Payment' from the options available. You will be taken to the Payment screen

• Make a note of the bank account details, then go to step 5

• If the date in the Received Date column is before the issue date of the returned payment

• Click on the [Cancel] button. You will be returned to the Function Menu, go to step 6

• Use Function RECORD APPLICANT FAILED PAYMENT

• Enter the claimant's NINO in the Key Entry Data screen

• Click on the [OK] button. You will be taken to the Record Applicant Failed Payment screen

• Select the appropriate cancelled payment from the schedule

• Click on the [Reissue] button

Then

• Go to step 12

If the bank account details have not changed

• Go to step 6

• If there is an obvious discrepancy between the claimant(s) name and the name on the bank account

• Follow the guidance Incorrect Personal Information Held On The Computer

Then

• Go to step 12

For example

Claimant's name is Simon Frost

Bank account name is Simon Frust

• If there is no discrepancy, go to step 7

• If you have referred the claim to the Claimant Compliance Risk Team (CCRT), go to step 12

• If you have not referred the claim to CCRT, go to step 8

• Obtain bank account details in the claimant(s) name

Or, if they do not have any bank account details

• Ask them if they wish to be paid by cashcheque

• If you obtain new bank details, go to step 9

• If the claimant states that they will contact you later with new details, go to step 11

• If claimant wishes to be paid by cashcheque, go to step 10

Notes:

1. Only changes to the bank account details provided by the claimant or their partner can be accepted. Changes to the bank account details cannot be accepted from a third party, even if the third party is authorised to receive tax credits or act on behalf of the original recipient

2. Even though the Tax Credit Office accepts that payments can be made into third party accounts, some banks do not

Note: The payment problem is resolved and the Work List item is automatically deleted by the computer

Then

• Go to step 12

Note: To decide whether the change should be treated as a correction or a change of circumstances, follow the guidance in Bank Account / Building Society Change

Go to the Payment Details screen

• Delete the bank account details

• Click on the [OK] button

• Complete the Amend Finish screen and then click on the [OK] button

Note: The payment problem will be resolved and the Work List item automatically deleted by the computer

• If the message ‘S18 Refinalisation Rules – Potential inappropriate refinalisation for CCYY–CCYY. If you have the authority to refinalise under S19, S20 or S21 of the Tax Credit Act 2002 or due to an appeal decision. Press OK to process the change or Cancel’ displays

• The changes you are making will re-finalise the claim, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 12

• If the message ‘S18 Refinalisation Rules – Actual Income for CCYY-CCYY is required. This change will not be accepted’ displays

• You will not be able to make the change because the PY actual income is required, follow the guidance in Establish If A Change Can Be Made before making any changes

Then, if you can make the change

• Click on the [OK] button on the message
   
• Go to step 12

• If the message ‘S18 Refinalisation Rules – You do not have the authority to refinalise CCYY-CCYY. This change will not be accepted. Please refer to the appropriate team’ displays

• The changes you are making will refinalise the claim
   
• Click on the [Cancel] button. You will be taken to the Amend Application Details screen
   
• Click on the [Cancel] button
   
• When the message ‘All changes to the application will be lost for this session, do you wish to proceed?’ displays, click on the [Yes] button
   
• Pass the case to a Level 2 User or your manager. For more information on Level 1 and Level 2 users, see Level 1 and Level 2 User Roles
   
• Take no further action

• If none of the above messages display, go to step 12

• Set an action date of one month, or less if the claimant(s) states they will reply in less than one month

Or, if you are referring the details to Compliance

• Set an action date for 14 days

Then

• Go to step 12

• If you came from one of Steps 5, 6, 7 or 11

• Enter TCMZ followed by the action you have taken

• If you came from Step 9

• Enter 'TCMZ Bank account details amended’

• If you came from Step 10

• Enter 'TCMZ Contacted (insert claimant(s) name ) requested future payments be paid by cashcheque’

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