DMBM511655 - Customer contact and data security: contact with third parties: how to handle calls from third parties: call from voluntary organisation

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Some customers who have difficulty paying their debts contact voluntary sector organisations (intermediaries) for help. These organisations may then contact HMRC on behalf of the customer.

If you receive a call from a voluntary organization, you should deal with the call as you would deal with any third party contact; you should firstly check to see if the customer is with them at the time of the call. If the customer is present you should:

• verify the customer (see DMBM512800)
• seek permission from them to speak to the representative
• ask if there is any limitations on what you can disclose/discuss with that representative.

If the customer is not present them you should advise that you are unable to discuss the record with a third party without the customer present and ask the customer to send in written signed authority or call in to give verbal consent.

Note: Voluntary organisations, like all other third parties, can represent customers on multiple occasions although verbal consent should always be obtained.

For full guidance on third parties, refer to DMBM511620.