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HMRC internal manual

Debt Management and Banking Manual

HM Revenue & Customs
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Customer contact and data security: contact with third parties: third party acting as a translator

If you receive a call from a non English speaking customer it may be necessary to speak to a third party who will act as a translator. HMRC does have a translation service (This content has been withheld because of exemptions in the Freedom of Information Act 2000) but before using this service you should always see if you can use a third party provided by the customer as often this will be easier and more comfortable for the customer.

Although language may prevent this, you should always attempt to obtain verbal consent and complete verification checks with the customer prior to speaking to the third party.

For full guidance on using a third party translator, see DMBM511220.