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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: Compulsory verification checks: Verification checks based on type of contact: face to face verification checks (meetings/interviews)

Occasionally you may have the need to set up an interview or meeting with a customer at your office if those facilities are available to you. Although in most cases you won’t have computer access you still need to take adequate precautions to make sure you are speaking to the correct person.

If you have arranged the meeting

If you have requested over the telephone that a meeting or interview takes place at your office then you should have complete the required verification checks during the telephone conversation.

For this reason when the customer comes to meet you, you should just ask them to confirm:

  • their name
  • their address
  • one other appropriate verification question.

Provided the answers the customer gives you match with the customers records you can continue with the meeting.

If the customer has requested the meeting

If the customer has requested the meeting, you should complete verification checks as if it was in inbound call once the customer arrives(This content has been withheld because of exemptions in the Freedom of Information Act 2000) DMBM512920.

(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)

(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)

Points to note

You should:

  • remember that whilst the customer is on HMRC premises that you have responsibility for that customer and any documents that you have with you
  • greet the customer in the reception/foyer and escort the customer out of the building once the meeting has concluded
  • never leave a customer unsupervised whilst on HMRC premises
  • remain professional and courteous at all times as you are representing HMRC.