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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: contact with third parties: missing customers

If you are trying to trace a customer, occasionally you will need to call or speak to a third party in order for you to locate the customer, for example this may be the present occupant of premises (residential or commercial),a previous agent/accountant or an ex partner/relative and so on.

In these situations you should ask for the customer by name and explain that you need to contact them. If the third party confirms that they are not there and they have moved/left ask them if they have a new address or contact number that you can reach the customer on.

You should not disclose any further information than their name and you should not tell the caller that you are calling from Debt Management although it is okay to say you are calling form HMRC.

If the third party gives you a new address or telephone number you should record this in the notes facility and make it clear that this is an unverified address or telephone number and who gave these to you. You should then follow the instructions at DMBM512150.