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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: customer wants to check we are calling from HMRC

Customer (including agents) wants proof you are calling from HMRC

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In DMTC

You should ask the customer (or agent) to call back using the appropriate number. If the customer (or agent) fails to do this, normal recovery procedures should continue.

In all other Debt Management offices

If you are dealing with an SA customer, ask the customer to call back using their call centre number (can be found in their phone directory).

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If you are dealing with a TC customer, ask the customer to call back the tax credit helpline on 0345 300 3900.

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If you are dealing with a VAT customer, ask the customer to call back the VAT helpline on 0300 200 3700.

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If you are unable to use any of the above solutions you should use your general office number if possible, or if you do not have an office number use your direct dial.

You should advise the customer if they do not return the call that normal recovery action will continue.