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HMRC internal manual

Debt Management and Banking Manual

Customer contact: Outdoor calls: When you return to the office

As soon as possible after making a call you should write a clear and concise report either on the customer’s computer record or, if relatively complex, on form 48. Remember that your report may be used later by another officer in support of further action and/or to submit to DMB Incident Reports where an incident has taken place during the call as in DMBM511550.

You should record accurately what has occurred and the outcome of the call, for example

  • the person seen and or the person to see and their telephone number(s)
  • the customer’s arguments and how they have been answered
  • the action which either you or the customer have agreed or been requested to take
  • information

    • given to the customer about future action you will take
    • that will assist future recovery action such as the best time to call
    • about the sufficiency of distrainable effects (DMBM655440 and so on).

You should also

  • update IDMS action history and the Taxpayer Notes and Assets screen
  • complete the LOMR accessed CRIS ‘Outdoor diary User’

and finally

  • hand the call papers including the report to your higher debt manager.