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HMRC internal manual

Debt Management and Banking Manual

Customer contact: Outdoor calls: Identifying your customer

It is important that you do not discuss a customer’s affairs with anyone other than the customer (unless the customer has authorised you to do so). In practice the term customer means:

  • the individual named on the call papers
  • one or more of the partners in a partnership
  • a director or company secretary of a limited company
  • an officer such as chairman, secretary or treasurer of a club or unincorporated association.

When you make contact on a call:

  • establish to whom you are speaking
  • do not disclose the purpose of your visit until you know you are speaking to your customer.

If you are asked to say who is calling give your name and say you are from “Her Majesty’s Revenue and Customs”.

Where you are unable to contact your customer follow the guidance set out at DMBM511560.