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HMRC internal manual

Compliance Handbook

The One to Many Approach: implementing a one to many approach: handling responses

You will need to put in place and agree processes with your stakeholders to make sure HMRC can handle those customers who contact us in response to your approach.

Your message may or may not be designed to provoke an immediate response from the customer. Even if it isn’t intended to encourage the customer to contact us, it’s likely that some customers will do so. This may be to ask questions to help them act, to make changes to their return, or to ask questions about why the message was sent to them.

If your message is by letter, the letter issuer (for example Campaigns and Projects) may be able to deal with customer calls. To do so they will need to know in advance both how many calls they might expect, and how to respond to them. You need to make sure call handlers are equipped with a document setting out ‘lines to take’, giving the answers to possible questions. If you are seeking a particular response, you will need to provide a script.

You will also need to keep HMRC’s Press Office informed of any planned OTM approach and the date it will be launched. They may also ask you to produce lines to take in response to media questions. Corporate Communications may be able to help you with this.


Customer information received in response to an OTM approach

As a result of your OTM approach, the customer may voluntarily provide additional information. You must ensure there is a clear process in place for HMRC to deal with this information if it is submitted. This process will depend on how you are running your approach.