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HMRC internal manual

Debt Management and Banking Manual

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HM Revenue & Customs
Updated
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Customer contact and data security: telephone contact: the Bigword interpretation service for non-English speaking customers

Debt Management translation procedure

If you are dealing with a non English speaking customer you should take the following steps.

Step 1

Determine if the customer has a third party with them that can interpret for them. In these circumstances you should attempt to firstly complete the verification with the customer, (see DMBM512800) although if this is not possible you should complete the verification via the interpreter.

If the customer does not have a third party with them at the time of the call you should ask them if it is possible that they could call back with a third party present who would be able to interpret for them.

Step 2

If it is not possible to take the actions in step 1 then you should use ‘thebigword’ service(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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The Bigword service

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