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HMRC internal manual

Debt Management and Banking Manual

From
HM Revenue & Customs
Updated
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Customer contact and data security: compulsory verification checks: verification checks based on type of contact: inbound calls

Note: If you work in the Non-Resident Unit, you should follow guidance at DMBM512906.

For inbound calls the customer is required to pass five verification checks.

Points to note

  • You do not have to complete verification checks if the customer is phoning to ask a general question, which does not require access to a personal record for example;

    • When is the Self Assessment deadline?
    • Where do I send payment to?
  • You must complete verification checks on every call where access to a customer record is required.
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000) questions should be attempted (as appropriate) at the start of each call.
  • If the customer passes all 5 (This content has been withheld because of exemptions in the Freedom of Information Act 2000) questions you can continue with the call. (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
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  • The customer can fail a maximum of two questions(This content has been withheld because of exemptions in the Freedom of Information Act 2000) DMBM512990(This content has been withheld because of exemptions in the Freedom of Information Act 2000) DMBM510280(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
  • (This content has been withheld because of exemptions in the Freedom of Information Act 2000)
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Questioning techniques

If the customer’s enquiry means you are required to undertake security/verification checks, you should say

“Thank you for your enquiry, for security reasons, I need to ask you a few questions.”

Complete the appropriate security checks. Remember that in many instances the opening dialogue may already have provided you with the answer to several questions, leaving only two or three to be asked. For example if, when calling a company, they answer the phone with the name of the company, for example ‘’Hello, ABC Ltd’’ you do not need to then ask again for them to confirm the company name or telephone number as you are able to verify these two questions without actually asking them.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

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If the caller satisfies the security/verification checks you should say

“Thank you [use customer’s name], how I can help you?’’

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) customer contact verification checks(This content has been withheld because of exemptions in the Freedom of Information Act 2000)