PAYE91041 - Reconcile individual: overpayments: nominees (Action Guide)

To carry out the Assistant Officer duties required when reviewing a claim that shows a nominee consider steps 1 - 17 below. The guide is presented as follows

Receipt of a nomination / assignment Steps 1 - 6
Nomination withdrawn Steps 7 - 9
Claimant repaid in error Steps 10 - 17

Receipt of a nomination / assignment

1. Review the deed / letter / claim form to determine if the authority is a nomination or deed / letter of assignment, following the criteria outlined in subject ‘Nominees’ PAYE91040 
 
  • If you consider that an assignment does not satisfy the criteria go to step 2
 
  • If you consider that the assignment satisfies the criteria go to step 3
2. Check if a valid assignment has already been made for the repayment in question
 
  • If a valid assignment is held go to step 3
 
  • If no valid assignment is held
 
    • Write to the individual and explain why you consider that the assignment is not valid
 
    • Update Contact History with details of the action taken
 
    • Update Contact History with details of where the claim papers are to be retained
 
    • Enter NOTE ‘Nominees assignment or nomination received’ from SEES notes paster into Contact History to record details of the repayment and why the nomination / assignment is not valid
3. If the authorisation cannot be dealt with immediately, for example not enough information is held to make a repayment at present
 
  • Set the inhibit auto reconciliation indicator in the Reconciliation Summary Screen
 
  • Update Contact History with details of the action taken
 
  • Update Contact History with details of where the claim papers are to be retained
 
  • Use NOTE ‘Nominees assignment or nomination received’ from SEES notes paster to record in Contact History the reason why repayment can not be made now
4. Make a repayment following action guides at PAYE91036 or PAYE94061 as appropriate, to the nominee requested on the latest assignment.
5. Choose the Select the Nominee icon from the Reconciliation Results screen. This will take you in to the Repayment Recipient screen. You should complete this screen with details of the nominee. The surname, forename and PAYEE fields within this screen are mandatory. The actions you need to take will depend on whether the nominee is a person, a corporate entity such as a Bank, Building Society or Solicitor and so on, or a nominee’s Bank or Building Society Account
  When the nominee is a bank, care should be taken to ensure that the bank’s address is populated on NPS as accurately as possible. The information should be established using the following tools and in the order given below
 
  • (a) Repayment help card for that bank
 
  • (b) If no help card exists, use Bank Wizard
 
  • (c) If no help card exists and the bank does not appear on Bank Wizard, use the details supplied by customer
 

If the repayment is going to a nominee who is a person
 
  • Complete the Forename and Surname fields with the nominee’s name (a maximum of 27 characters including spaces)
 
  • Complete the address fields with the nominee’s full address (a maximum of 27 characters per line including spaces) - if the nominee’s address is outside the UK see PAYE103025, under sub heading ‘Foreign address’
 
  • Repeat the nominee’s first initial and full surname in the ‘PAYEE’ field
 
  • Leave the Bank Account, Sort Code and Roll number fields blank
 

If the repayment is going to a Bank or Building Society account
 
  • Complete the Forename and Surname fields with the Bank or Building Society’s name putting the first part of the Bank / Building Society’s name in the forename box and the second part in the surname field
 
  • Complete the address line 1 field with the Bank / Building Society’s full name (a maximum of 27 characters per line including spaces)
 
  • Complete the remaining address fields with the Bank / Building Society’s full address (a maximum of 27 characters per line including spaces)
 
  • Enter the PAYEE’s full name including all initials, either the customer being repaid or the person nominated, in the PAYEE field. Do not enter the Bank or Building society’s name in the PAYEE field
 

Complete the Bank Account, Sort Code and, if applicable, Roll number fields with the PAYEE’s Bank Account details. Take care when entering the Sort Code - this should always be in the format
 
NNNNNN where N is a numeral
 
Ensure you enter the sort code and Bank Account number correctly (Account numbers are usually 8 characters in format however a maximum of 20 characters can be entered)
  In no circumstances should you enter details of the bank account and sort code in to Contact History. This contradicts Data Protection Act requirements. See PAYE105015. 
 

If the repayment is going to an Accountant/Solicitor
 
  • Complete the Forename and Surname fields with the Accountant or Solicitor’s name
 
  • Complete the address field with the Accountant/Solicitors full address (a maximum of 27 characters per line including spaces)
 
  • Enter the Accountant/Solicitor’s name in the PAYEE field. Do not enter the Bank or Building society’s name in the PAYEE field
 
  • Leave the Bank Account, Sort Code and Roll number fields blank
 

If the repayment is going to a nominees Bank or Building Society account
 
  • Complete the Forename and Surname fields with the Bank or Building Society’s name
 
  • Complete the address line 1 field with the Bank / Building Society’s full name (a maximum of 27 characters per line including spaces)
 
  • Complete the remaining address fields with the Bank / Building Society’s full address (a maximum of 27 characters per line including spaces)
 
  • Enter the nominee’s name only in the PAYEE field. Do not enter the Bank or Building society’s name in the PAYEE field
 

Complete the Bank Account, Sort Code and, if applicable, Roll number fields with the PAYEE’s Bank Account details. Take care when entering the Sort Code - this should always be in the format
 
NNNNNN where N is a numeric
 
Ensure you enter the sort code correctly
  If the name in the PAYEE field (including spaces) exceeds 27 characters
 
  • The repayment will need to be made manually, following the current manual repayment process
6. If the ‘Inhibit Auto Reconciliation’ indicator has been set following step 3, remove from the record in the Reconciliation Summary Screen and remove the NOTE from Contact History

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Nomination withdrawn

7. On receipt of a written notice of revocation of nomination (not assignment)
 
  • Write to the nominee advising him / her of the revocation, advising that as the person legally entitled to the repayment, the individual has the right to direct to whom the repayment is to be made, which includes the right to withdraw any nomination
 
  • Remove the ‘Inhibit Auto Reconciliation’ indicator from the record in the Reconciliation Summary screen and remove the SEES Note from Contact History
 
  • Update Contact History with details of the action taken
 
  • Update Contact History with details of where the claim papers are to be retained
 
  • Use NOTE ‘Nominees nomination revoked’ from SEES notes paster to record details in Contact History
8. The repayment can be made to the individual following Action Guides at PAYE91036 or PAYE94061 as appropriate
9. If the former nominee objects, inform him / her that as the person legally entitled to the repayment, the individual has the right to direct to whom the repayment should be made and also the right to withdraw any previous nomination

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Claimant repaid in error

  Sometimes a nomination and / or deed / letter of assignment is overlooked and repayment is made in error to the claimant
10. If the nominee / individual contacts you because the repayment has not been sent to them
 
  • If the claimant had merely nominated the third party to receive the repayment, then repayment has been made to the person legally entitled to it
 
    • Write to the nominee / individual and apologise for poor customer service
 
    • If the claimant still wishes the third party to have the repayment he / she can pass it on to the nominee
 
    • Any dispute between the individual and nominee is for them to resolve and you must not get involved
 
  • If the repayment has been assigned to the third party, it has been made to someone other than the person legally entitled to it
 
    • Still make the repayment to the nominee to whom it has been legally assigned following the action guide at PAYE91036 or PAYE94061 as appropriate
 
    • Write to the individual explaining
 
    • Make a note in Contact History with the details of the action taken
 
    • Make a note in Contact History with the details of where the claim papers are held
11. That the repayment has been issued to the nominee to whom they legally assigned the repayment
12. Request that the individual return the payable order / repay the over-repayment if the payable order has been banked. Enclose form P254 to enable the individual to make a payment, following the action guide at PAYE90011 
 
    • Update Contact History with details of the action taken.
 
    • Update Contact History with details of where the claim papers are to be retained
13. Use SEES Note ‘Nominee / claimant repaid in error’ from SEES notes paster to record details in Contact History
14. Create a manual BF item for 6 weeks
15. If the payable order has been returned see RE3130
16. If you receive form P211Z confirming full payment see the Action Guide at PAYE90011 
17. If the payable order is not returned or the over-repayment is not repaid see PAYE90015 

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