Handling Exceptional Claims (AG)

• If the claim exceeds 8 critical errors, go to step 2

• If the claim fails the minimum data set, go to step 3

• If the claim has a relevant attachment or is a special needs request, follow the guidance in Handling Incoming Post

• Pass the claim to the HM Revenue & Customs (HMRC) Netherton staff for them to manually capture the claim

Then

• Take no further action

• Telephone the claimant and ask for the missing information

Follow the guidance in Contacting The Claimant

Note: Do not write to the claimant if you cannot contact them by telephone

Or

• Use the computer to try and trace the missing details for the claimant. For guidance about tracing see Trace Individual

• Write the new information under the appropriate box on the original claim form

• Use the MDS date stamp to stamp above question 1.3 on the claim form

Then

• Return the claim to Aspire for scanning

Note: You must ensure that the repaired claim forms are returned to Aspire in batches in date order

• If there is an address, go to step 6

• If there is no address, go to step 7

• Complete a form TC646

• Date stamp the claim form with the original date of receipt

And

• Return the claim form to the claimant enclosing a return envelope addressed to Netherton

• If there are Child Benefit details

• Send the claim form to the Postroom

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

• If there are no Child Benefit details

• Discard the claim form in confidential waste