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HMRC internal manual

Debt Management and Banking Manual

HM Revenue & Customs
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Customer contact and data security: compulsory verification checks: verification checks based on customer type: verification checks for non resident customers (Guidance for Non Resident Unit Only)

Please note this guidance is for staff working in the Non Resident Unit (NRU) only.

All other staff should refer to the appropriate verification checks for the type of call they are taking, see DMBM512845 or DMBM512910.

Non resident customers

When taking a call from a non resident customer or their representative, it is important that you are able to verify the customer using the information on screen. Often, due to the age or some of the cases dealt with in the NRU and the circumstance of the customers (sometimes you will need to verify the correspondence address or the customer my be represented under the company name or another party), you will not be able to verify the customer using the same verification checks as our UK resident customers, but will need the ability to use the information you do have available, specific for each case.

Because of this greater need of flexibility there are bespoke verification checks for our non resident customers which must be used by NRU staff when taking these calls.

Like all other verification checks in HMRC, you should ask the primary questions first and if you are unable to verify this information on screen, you should take a note of the answers given and then supplement the question with an additional question. Once the customer is verified, update the record with the new information you have been given.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) Guidance Gateway: Verification helpcards (NRU only)(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

You should also make yourself familiar with the guidance at DMBM512910 which has been amended to cover your role.