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HMRC internal manual

Debt Management and Banking Manual

From
HM Revenue & Customs
Updated
, see all updates

Customer contact and data security: telephone contact: telephone technique: giving your name

When making or receiving calls you should use a normal greeting and say you are from ‘HM Revenue and Customs’.

You do not have to start the call using your name nor do you have to give out your full name unless asked.

If you are specifically asked for your full name during the course of the call, you should normally provide your name (forename and surname) to any caller who requests it.

Where the customer requests the full name of anyone in the line management chain, from a local line manager up to the head of the Department (Chief Executive), this should always be given.

If you are asked for the name of a member of staff, you must never provide this to the customer without first seeking consent from the member of staff concerned.

Difficult customers

If you are dealing with a difficult customer and you feel threatened, or feel that telling the customer your full name will put you at risk, you should respond with just your title and surname. If the caller is not happy with this then you should pass the call to your manager.

Action to take if you feel giving your name puts you at risk

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