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HMRC internal manual

Debt Management and Banking Manual

Customer contact and data security: confidentiality: if in doubt

You should never disclose information about our customers to anyone if you are in any doubt that the person asking for the information is not who they say they are or is not genuine. You should never feel pressured into disclosing information if you are not sure and if you are in any doubt then you should not disclose the information.

You should always be vigilant against bogus callers and follow the bogus caller escalation route if necessary, see DMBM510280.

What to do if you have difficulties

Where difficulties arise because either:

  • the customer has not consented to disclosure of information to a third party
  • you are in doubt about whether or not to disclose information

refer to the Information Disclosure Guide and if appropriate refer the circumstances to your manager for advice.

Your manager should consider whether the problem can be resolved locally (This content has been withheld because of exemptions in the Freedom of Information Act 2000) Data Guardian, Debt-Management-and-Banking (DMB).