TCM0156020 - Notes: Standardised Messages (A to D): Standardised Messages - A - Appeals
Appeals correspondence sifting (codes start with AC)
Appeals Manual Payments Team (codes start with AM)
Appeals Settlement Team (codes start with AS)
Appeal submission writers (codes start with AW)
Appeals correspondence sifting
| Message | Explanation |
| AC01 - TC620 sent. Appeal acknowledged against decision dated (DD/MM/YY), tax year (YY/YY). Estimated date (DD/MM/YY) | A form TC620 is sent to the customer acknowledging that the appeal has been received. The estimated date is the date that the appeal will be looked at by an officer. This isn’t the date that the appeal will be completed by. |
| AC02 - Claimant appealing against non-appealable issue (Insert reason). TC822 issued to customer and corre passed to (name of group) | The customer is appealing against a non-appealable issue. A non-appealable issue includes, for example, missing payments, missing cashcheques or PVE. |
| AC03 - TC623/Appeal letter returned to claimant as it is unsigned | A form TC623 or appeal letter has been received but it hasn’t been signed. It’s therefore been returned. If the customer hasn’t signed a form TC623 or appeal letter, it can’t be accepted. |
| AC04 - Appeal returned. Appealing against an unissued notice. Not appealable | A form TC623 or appeal letter received from a customer has been returned to them because they’re appealing against a notice that hasn’t yet been issued to them. A covering letter is also sent to the customer to explain that, once they receive the notice, they can send their appeal to us. |
| AC05 - Late reply: (restore/good cause) with no points of appeal 04/05. Forwarded to (insert details) | An appeal has been received against the termination of an award because the renewal notice wasn’t received back in time. This isn’t appealable under regulation 38 of the Tax Credit Act. These appeals are forwarded onto another team to check if there are grounds to restore them on the tax credits computer. |
| AC06 - Unsigned Termination 05-06 | A form TC623 or appeal letter has been received regarding the termination of an award because we didn’t receive any signatures within the prescribed time. Restore, or good cause and appeal to be settled with the customer or submitted to the Tribunal, if settlement not agreed. |
| AC07 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
| AC08 - Soft termination tax year YY/YY TC620 sent. Appeal acknowledged against d.o.d DD/MM/YY tax year YY/YY. Estimated action date DD/MM/YY. Photocopy forwarded to restores team | Self-explanatory. |
| AC09 - Soft termination tax year YY/YYTC620 sent. Appeal acknowledgement not sent as appeal decision is over 13 months. Tax Year YY/YY Case passed to settlement team. Photocopy forwarded to restores team | Self-explanatory. |
| AC10 - Unsigned termination tax year YY/YY. Acknowledgment not issued as SOA date is over 13 months. Case passed to settlement team | Self-explanatory. |
| AC11 - EEA CASE. TC620 sent. Appeal acknowledged against d.o.d. DD/MM/YY tax year YY/YY. Estimated action date DD/MM/YY | Self-explanatory. |
No longer used from 18 February 2011AC12 - BT POSTCODE. TC620 sent. Appeal acknowledged against d.o.d. DD/MM/YY tax year YY/YY. Estimated action date DD/MM/YY |
Self-explanatory. |
| AC13 - WTC/AP received DD/MM/YY, third party name, authorised to act ONLY in relation to the appeal | Self-explanatory. |
| AC14 - Appeal form sent to Compliance Appeals | Self-explanatory. |
| AC15 - Explanation/Information Triage letter sent to customer. BF 21 days (DD/MM/YY date for customer). (DD/MM/YY date for admin 28 days).Ref/GRP/Team/PID | Self -explanatory. |
| AC16 - UTC x 3 no reply to the Triage letter. Case sent to the Response team for Appeals Submission Service. Rep/GRP/Team/PID | Self-explanatory. |
| AC17 - Triage letter/Document/Information received DD/MM/YY. Not accepted. Case sent to the Response team fpr Appeals Submission Service. Rep/GRP/Team/PID | Self-explanatory. |
| AC18 - Triage letter/Document/Information received DD/MM/YY. Accepted. Single claim reinstated TC622(X) sent. Rep/GRP/Team/PID | Self-explanatory. |
| AC19 - Customer replied to Triage letter by telephone DD/MM/YY. Agreed decision and settlement.TC622(X) sent. 30 day BF DD/MM/YY. Pro forma completed Rep/GRP/Team/PID | Self-explanatory. |
| AC20 - Customer replied to Triage letter by telephone DD/MM/YY. Does not agree decision but agreed settlement.. 30 day BF DD/MM/YY. Pro forma completed TC622(X) sent Rep/GRP/Team/PID | Self-explanatory. |
| AC21 - Customer replied to Triage letter by telephone DD/MM/YY Does not agree decision and wishes to continue to Tribunal. Proforma completed. Case sent to the Response team for Appeals Submission Service. Rep/GRP/Team/PID | Self-explanatory. |
| AC22 - Customer replied to Triage letter DD/MM/YY. Agreed decision and settlement. TC622(X) sent. 30 day BF DD/MM/YY. Proforma completed.Rep/GRP/Team/PID | Self-explanatory. |
| AC23 - Customer replied to Triage letter DD/MM/YY. Does not agree the decision but agreed settlement. TC622(X) sent.30 day BF DD/MM/YY. Proforma completed. Rep/GRP/Team/PID | Self-explanatory. |
| AC24 - Customer replied to Triage letter DD/MM/YY. Does not agree the decision and wishes to continue to Tribunal. Proforma completed. Case sent to the Response team for Appeals Submission Service. Rep/GRP/Team/PID | Self-explanatory. |
| AC25 - Appeal closed case transferred to DOP. Closing letter sent DD/MM/YY. 30 day BF DD/MM/YY. Proforma completed. Rep/GRP/Team/PID | Self-explanatory. |
| AC26 - Not a CRA appeal case transferred back to Appeals. Proforma completed. Rep/GRP/Team/PID | Self-explanatory. |
| AC27 - Appeals papers sent to SIC Team in Preston. Rep/GRP/Team/PID | Self-explanatory. |
| AC28 - Copy of letter DD/MM/YY sent to SAR’s Team in Preston. Rep/GRP/Team/PID | Self-explanatory. |
| AC29 - Payments already reinstated due to CRA reconsideration.TC622R sent DD/MM/YY BF 30 days DD/MM/YY Appeals closed. Proforma completed. Rep/GRP/Team/PID | Self-explanatory. |
Appeals Manual Payments Team
This team calculates and issues manual payments to cover the entitlement on appeal when the tax credits computer won’t update.
| Message | Explanation |
| AM01 - Manual backdating calculation done. Sent for checking | On receipt of the case, a calculation is done to find out the amount the customer is owed. It’s then passed to a manager for a 100% check. |
| AM02 - Manual CoC calculation done. Sent for checking | As above. self-explanatory. CoC - Change of Circumstance. |
| AM03 - Appeal settled as case backdated to (DD/MM/YY) manually. TC622 sent | Once a case has been checked by the manager, if grounds for appeal have been fulfilled the appeal is settled and a letter of notification is sent to the customer. |
| AM04 - Appeal settled as (CoC reason) paid manually TC622 sent | As above. |
| AM05 - TC621 sent (reason for enquiry and BF date) | Form TC621 enquiry form sent. |
| AM06 - TC609 reminder sent as no reply to TC621. (BF date) | If the two-week BF date on form TC621 expires, a TC609 reminder form is sent to the customer. A further two weeks is then allowed. |
| AM07 - Appeal forwarded to (Type) under (TT-number), awaiting further guidance | The appeal has been forwarded for stockpile because the Appeals Team is unable to work them due to EARS or guidance issues. |
| AM08 - Appeal transferred to (insert details) | If a case isn’t for the Appeals Manual Payments Team, it’s transferred to the appropriate team. |
| AM09 - Manual payment written by Manual Payments Team (team number) R92TC (serial no.) for £(XXXX)CTC/WTC. (Backdating/CoCs) for (period payment covers) to (Name) | Payment issued to cover backdating or change of circumstance arrears. |
| AM10 - Manual payment checked | Manual payment checked by manager. |
| AM11 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
Appeals Settlement Team
Appeals have been registered and are being looked at to check whether the award is correct or needs amending.
| Message | Explanation |
| AS01 - UTC to (insert details) regarding (reason). TC621 sent | Unanswered phone calls to customer. Form TC621 enquiry form sent to customer. |
| AS02 - Reply to TC621 not received. TC609 reminder sent | Self-explanatory. |
| AS03 - T/C to (insert details). Agreed to settle appeal against decision dated (DD/MM/YY), tax year (YY/YY) without further amendment. TC622 issued | Phone call to customer. Agreement to settle appeal reached with customer over the phone or from a reply to form TC621. The appeal can now be closed and a notification letter TC622 can be issued. |
| AS04 - Settlement of appeal not reached against decision dated (DD/MM/YY), tax year (YY/YY), papers sent for submissions to the Appeal Service (AS) | The customer doesn’t agree to have the appeal closed, either with no action or after a change has been entered. The papers are sent to the Submissions Writing Team. |
| AS05 - CMA records, man corre and RDC image requested | Details of Contact Centre phone calls, correspondence and screen prints of claims made through Rapid Data Capture requested. |
| AS06 - Appeal closed. Clerical Error. (action required). TC822 issued | This happens when an appeal is incorrectly set up. There is no action to be taken by Appeals but there may be action to be taken by another team. |
| AS07 - Child Workaround done. (detail action taken) | Where there’s an incorrect award, nil entitlement or ceased entitlement but the case should still be in payment, system workaround action is taken to correct the details. |
| AS08 - Await system update. (BF date) | A change of circumstances or correction has been entered. The member of staff is waiting for the change to be processed. |
| AS09 - Unable to make system payment, papers referred to Appeals manual payment Team | Payments not made, despite computer updates. Case forwarded to Appeals Manual Payments Team for calculation. |
| AS10 - Papers returned from Submissions. Further information needed from claimant | The customer needs to be contacted for further information before the Submissions Writing Team can continue with their action. |
| AS11 - Case stockpiled. Awaiting system fix to correct award details | System workarounds have been made but the decision is still incorrect or can’t be made due to a known error. Await system fix to correct the award details. |
| AS12 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
| AS13 - Letter sent from Appeals asking claimant to telephone me on direct line number | Self-explanatory. |
| AS14 - Appeal Documents with (insert details) | Self-explanatory. |
| AS15 - All Appeal points addressed. Appeal settled. Claimant notified onTC622 | Self-explanatory. |
| AS16 - Misadvise considered and (accepted/not accepted). Evidence considered (insert details) | Self-explanatory. |
Appeal submission writers
Appeals Team 32 manages cases where settlement staff are unable to arrive at an agreement with the customer. These cases are prepared for the tribunal by writing a detailed submission, including the law and evidence used for the tax credits decision.
| Message | Explanation |
| AW01 - Vantive BF area G | Case held in appeal submission writer’s EARS BF drawer awaiting resolution of the EARS. |
| AW02 - Case on (Name of AA) desk awaiting decision from the tribunal | A member of staff has taken the case out of the four-month tribunal BF. A case was sent to the Appeals Service a long time ago and we haven’t heard from them so an enquiry needs to be made. |
| AW03 - Submission re decision dated (DD/MM/YY), tax year (YY/YY)written by (insert details) sent to (insert details) tribunal. Appeal in 4 month BF and copy sent to the appellant’s representative | Submission regarding the subject of the appeal written by the person who sent to the relevant regional office of the Appeals Service tribunal. A copy is also sent to the representative, if there is one. |
| AW04 - Case ready for submission Pro 1 MS word documents prepared | A Pro 1 is a template that the appeal submission writer uses to write the appeal submission. It isn’t a standard form. The case is now ready for the appeal submission writer to draft the submission to the tribunal. |
| AW05 - Case returned to ASAT/Section as action required re (insert details) | Case sent by Group 32 either to the Appeals Support Admin Team (ASAT) or to another team for action. ASAT are the direct support for the submission writers |
| AW06 - Documents issued to Presenting Officer (insert details) | Presenting Officers (PO) represent TCO at the appeal tribunal. The message will usually carry the name of the PO. |
| AW07 - Case in ASAT’s BF area G awaiting (insert action) | Case in Appeal Support Admin Team BF. This will include what the action is. |
| AW08 - TC(XXX) enquiry form issued by ASAT | Enquiry form issued by Appeals Support Admin Team (ASAT). ASAT are the direct support for the submission writers. |
| AW09 - Outcome of Tribunal hearing (upheld/struck out/adjourned/reversed) against decision dated (DD/MM/YY), tax year (YY/YY) and in relevant BF drawer (4 month/ 9 month/ASAT BF) | This records the decision made by the appeal tribunal. It may also carry a note stating that the computer has been updated. The end of the note states which BF drawer the case has been put in. |
| AW10 - (Venue) tribunal have reversed our decision dated (DD/MM/YY), tax year (YY/YY). Request to TAS for statement of reasons for decision | When TCO loses an appeal at tribunal, the submission writer asks the Appeals Team for a statement of the reasons for the decision. TCO may appeal to the Social Security Commissioner. |
| AW11 -Letter/Fax/TC(XXX) to (insert details) re (insert details) | Letter, fax or form sent to person or agency regarding particular reason. |
| AW12 - SUSTERM6 sent to appellant | SUSTERM6 is a letter sent to the customer to tell them that TCO won’t pay the tax credits after their successful appeal tribunal hearing while we decide whether to take the case to the Social Security Commissioner. |
| AW13 - Case papers requested from archives to verify (insert reason) | Self-explanatory. Stores - Iron Mountain. |
| AW14 - Appeal in (insert area) pending (insert reason) | Case in BF awaiting action. The case may be awaiting advice on whether or not to appeal to the Social Security Commissioner. |
| AW15 - (Recorded/Registered) letter (number) redirected to (insert details) (DD/MM/YY) | Self-explanatory. |
| AW16 - Supplementary submission written by (insert details) against decision dated (DD/MM/YY), tax year (YY/YY) sent to (insert details) tribunal. Appeal in 4 month BF | When a submission is sent to the Appeals Service they send a copy to the appellant. Sometimes, when they get their copy the appellants send letters to the Appeals Service. The Appeals Service then sends a copy of the letter they receive to the TCO in case it affects the decision under appeal. If the letter asks a question that needs to be answered or if it tells TCO something that wasn’t known earlier, another (Supplementary) submission is sent to the Appeal Service to respond to these issues. |
| AW17 - Request to withdraw appeal made at hearing | Self-explanatory. |
