Applicant Failed Payments Work List: All Other BACS Failure Items (AG)

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

• Select the office or unit you want from 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 highlight it

• Click on the [Details] button. You will be taken to the Worklist Entry Details screen where more details of the selected work item will be displayed

• Check to see if a date has been entered in the Action Date field

• If no action date has been entered, go to step 2

• If an action date has been entered, follow the guidance in Applicant Failed Payments Work List: Work List Items With Action Date Set

• If there is no compliance activity or Compliance do not want the claim, follow the guidance in Identity Fraud

Then

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

• If you have not referred the claim to CCRT, go to step 3

Note: You must not contact the claimant or amend the account details until you have taken the necessary action to determine if there is any compliance activity

• If the reason given is ‘Beneficiary Deceased’ or ‘Requested By Originator’, follow the guidance in Deceased / Originator BACS Failure Items

• If the Reason field is blank, follow the guidance in Applicant Failed Payments Work List: No Reason Given

• If the 'Schedule' status is suspended. Use Function VIEW HOUSEHOLD ACCOUNT

• Click on the [Schedule] button to view the account details

• Make a note of the account details

And

• Obtain the correct account details from the claimant.  Follow the guidance in Contacting The Claimant. Go to step 6

Note: You must try to obtain the correct account details even if the claimant is not currently due to be paid any tax credits on an award.  This will ensure that if their circumstances change in the future their payments will not be delayed

• If any other reason for a BACS failure is given, go to step 4

• If the entry relates to a Giro failure, follow the guidance in Applicant Failed Payments Work List: Applicant Failed Payments Work List (Giro)

• Click on the [Postings] button

• Double click on the missing payment and note the account details

And

• Double click on the next payment details and compare the account details

• Have changed

• Use Function RECORD APPLICANT FAILED PAYMENT

• Select the appropriate cancelled payment from the schedule

And

• Click on the [Reissue] button and take no further action

• Are unchanged

• Follow the guidance in Contacting The Claimant and try to obtain new or the correct bank account details, then go to step 6

Notes: 

1. If the claimant provides you with new bank account details for the ING bank, the bank account should be in the claimant’s name. The ING bank require the claimant to be the account holder before accepting payments

2. You must try to obtain the correct account details even if the claimant is not currently due to be paid any tax credits on an award.  This will ensure that if their circumstances change in the future their payments will not be delayed

• Provides new account details, go to step 7

• Cannot confirm the details are correct or does not have details at present, go to step 10

• Confirms the details are correct, go to step 8

• If they have not, advise them to contact the bank / building society and ring you back immediately with the confirmed account details. Go to step 10

• If the have, advise them you will have to refer the account details to the specialist team to make further enquiries. Go to step 9

• Claimant's full name

• NINO

• Your Management Unit details

• The reason for referring the failure

• Name and address of the claimants bank / building society

• The claimant's account number and sort code

• Send the form TC687 to the specialist team

Then

• Go to step 10

• One month initially

• Less, if the claimant(s) states they will reply in less than one month

Or if you are referring the details to the specialist team

• Set an action date for 2 days and

• Use Function MAINTAIN PAYMENT SUSPENSION and select ‘Invalid Bank Details’

• Click on the [OK] button to suspend the payment if it has not been automatically suspended

And

• Exit the Work List or move on to the next Work List entry as appropriate

• Use Function MAINTAIN WORKLIST to set an action date for 14 days, making sure that the Retained checkbox is ticked

Note: If the payment has not been automatically suspended. Do not suspend payment

• Exit the Work List or move on to the next Work List entry as appropriate