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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: calls outside office hours

Due to the hours that Debt Management operates and nature of the work that we do, it is normal for us to contact the customer outside of ‘traditional’ office hours on any day of the week. This includes the first time and any subsequent times we contact the customer.

If a customer raises concerns over the time of day you have called, explain that there is no actual policy or legislation that governs the time of day outbound calling can commence.

Where the customer:

  • is unable to speak on the phone with you, see DMBM510920 
  • wants to check you are calling from HMRC, see DMBM511190.