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Version 1.0

Changes to previous version - new guidance.

Step 1

On the ‘Function Menu�

• select ‘Applicationâ€� on the toolbar
• select ‘Verification Failuresâ€� from the options available. You’ll be taken to the ‘Key Entry Dataâ€� screen
• enter the surname, first name and date of birth of the customer who hasn’t provided a NINO or NONO
• select ‘OKâ€�. You’ll be taken to the ‘Manage Verification Failuresâ€� screen
• select ‘Navigateâ€� on the toolbar
• select ‘Amend Application Correctionâ€� from the options available. You’ll be taken to the ‘Applicant 1â€� screen in function ‘Capture Applicationâ€�.

Note: If you’re checking the second customer, select ‘Ap2� on the toolbar. You’ll be taken to the ‘Applicant 2� screen.

If the ‘Details Found� screen displays, go to Step 2.

If the ‘Details Found� screen doesn’t display

• select ‘Cancelâ€�. You’ll be taken back to the ‘Manage Verification Failuresâ€� screen
• select ‘Cancelâ€�
• when the message ‘This will not save any changes made on this window. Do you wish to proceed?â€� displays, select ‘Yesâ€�
• select ‘Cancelâ€�. You’ll be taken back to the ‘Function Menuâ€�
• go to Step 3.

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Step 2

Check that the details, including the address, exactly match those provided by the customer

Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.

If the details match those provided by the customer

• make a note of this on the form TC648
• remove any tick from the ‘Telephone Numberâ€� checkbox
• enter a tick in the ‘Addressâ€� checkbox

Note: Only accept updates to the personal details if you’re sure, after using TCM0322010, that you’ve matched them to the correct record.

• select ‘OKâ€�, you’ve traced and matched the complex case customer.

If the details don’t match those provided by the customer

• make a note on the form TC648

  • of the NINO that has been traced

  and

  • the details shown with that NINO do not exactly match those of the customer you’re attempting to trace
• select ‘Cancelâ€�. You’ll be taken back to the ‘Manage Verification Failuresâ€� screen
• select ‘Cancelâ€�
• when the message ‘This will not save any changes made on this window. Do you wish to proceed?â€� displays, select ‘Yesâ€�
• select ‘Cancelâ€�. You haven’t managed to trace and exactly match the complex case customer.

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Step 3

Use the ‘AMBS Specialist Tracer� user role to access the tax credits computer

• select ‘Applicationâ€� on the toolbar
• select ‘Capture Currentâ€� from the options available. You’ll be taken to the ‘Applicant 1â€� screen in function ‘Capture Applicationâ€�

Note: If you’re checking the second customer, select ‘‘Ap2� on the toolbar. You’ll be taken to the ‘Applicant 2� screen.

• select ‘Traceâ€�. You’ll be taken to the ‘Trace Citizenâ€� screen
• select ‘Searchâ€�.

If there isn’t a match

• select ‘External Searchâ€�

• attempt to trace the customer by amending the search details in the following ways

  • delete any postcode, address, sex and title from the fields
  • remove the middle name
  • remove the first name
  • use only the surname and full postcode
  • use only the surname, date of birth, the first part of the postcode and â€�#â€�
  • use the full postcode and the first line of the address
  • use any previous name and/or address provided by the customer
• go to Step 4.

If there is a match, go to Step 5.

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Step 4

Note: It’s essential you don’t accept a match to a record that doesn’t apply to the customer as this will corrupt the personal details held on the HMRC frameworks.

If you have found a match using ‘External Search� and you can accept the match

• select ‘OKâ€�
• go to Step 5.

If you haven’t found a match using ‘External Search� or you can’t accept the match found

• make a note on the form TC648 that a match can’t be found
• you haven’t traced and matched the complex case customer.

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Step 5

If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?� displays

• this indicates that you’re attempting to match the customer to an individual with different details to the customer you’re tracing

• make a note on form TC648

  • that there is a potential match
  • the potential match doesn’t exactly match the details of the customer
• select ‘Cancelâ€�. You’ll be taken back to the ‘Applicant 1â€� or ‘Applicant 2â€� screen in function ‘Capture Applicationâ€�
• select ‘Cancelâ€�. You’ve managed to trace and potentially match the complex case customer.

If the message ‘A matching rule has failed, this will create a Potential Match work item. Do you wish to proceed?� doesn’t display

• you’ll be taken to the ‘Details Foundâ€� screen in function ‘Capture Applicationâ€�
• go to Step 6.

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Step 6

Check that the details, including the address exactly match those provided by the customer.

If you are sure they match the details provided by the customer

• remove any tick from the ‘Telephone Numberâ€� checkbox
• enter a tick in the ‘Addressâ€� checkbox
• select ‘OKâ€�. You’ll be taken back to the ‘Applicant 1â€� or ‘Applicant 2â€� screen in function ‘Capture Applicationâ€�
• select ‘OKâ€�
• make a note on the form TC648 that a match has been found
• you’ve traced and matched the complex case customer.

If you aren’t sure they match the details provided by the customer

• make a note on the form TC648

  • that you’re unsure whether the details found match those of the customer

  and

  • any NINO that has been traced
• select ‘Cancelâ€�. You’ll be taken back to the ‘Applicant 1â€� or ‘Applicant 2â€� screen in function ‘Capture Applicationâ€�
• select ‘Cancelâ€�. You haven’t traced and matched the complex case customer.