DMBM512810 - Customer contact and data security: compulsory verification checks: what are verification checks?
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Customer
Verification checks are a way of identifying that you are speaking to the correct customer or customer representative through a series of questions that are personal to them and their record. Verification checks are there to protect the customer and to protect the information we hold about that customer. They are designed to be easy for the customer to complete whilst at the same time extensive enough for us to be satisfied that we are speaking to the correct person.
They should be completed every time we have contact with the customer whether this is when out on call or when the contact is via the telephone.
Once the required verification checks have been done, ask the customer if the verified telephone number is the best number to contact them on. If not, obtain the best number and update the IDMS record with the other number.
Third parties
When speaking to a third party it is vitally important that we have authority from the customer enabling us to speak to the third party. There are two variations to this rule: when a third party calls to set up a TTP or make payment (see DMBM511645).
Written
We can accept a written, signed letter from the customer enabling us to speak to the third party. The letter should cover the name of the third party is, their relationship to the customer and any restrictions on what we can discuss and disclose. If applicable it should also have a time limit on how long the written authority stands for.
Accountants and agents should have completed a 64-8 and you must be sure this is evident on the record prior to any disclosure.
For further guidance on authority in writing, see DMBM512210.
Verbal
Alternatively for one-off conversations where the customer and the third party is present at the time of the call we can now accept verbal consent provided the customer satisfies our verification checks first, advises us on their relationship to the third party, who the third party is and any limitations on what we can discuss.
The third party will often be with the customer at the time of the call, but we can also allow advanced verbal authority for a one-off call that is valid for up to 4 months.
If you take a call requesting advanced verbal authority you should note this on the permanent notes clearly detailing:
- all of the above
- the expiry date.
You should advise the third party that when they call back they should say that they have been given verbal consent in advance and you must always check the record for this prior to any disclosure.
Type of verification checks
There are set verification checks(This content has been withheld because of exemptions in the Freedom of Information Act 2000)which must be completed every time you have contact with a customer.
Identification and verification (ID&V) and voice identification (Voice ID)
HMRCs Intelligent Telephony Automation (ITA) system uses speech recognition technology to verify the identity of certain inbound callers. You can refer to DMBM512925 for more information.
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