ECSH33040 - Support available
You need to review your compliance check regularly to ensure that you have the right technical and specialist support to address the risks identified, take appropriate action, and complete your case with appropriate outcomes.
Getting the support at the correct stage will help you avoid delay and will help to reduce the burden on the business.
You should use all available written resources, see ECSH 170000, as well as information available in:
The Knowledge Library.
Specific country assessments, for example reports by the Financial Action Task Force and Transparency International’s Corruption Perception Index.
EC Capability and Learning Zone.
Kallidus training courses (link in ‘My Services’).
ECSH32935 Tactical and Information Packages (TIPs).
If these do not provide you with an appropriate way forward, speak to your team leader, who will review the guidance with you and confirm that it does not provide a suitable response. You can then agree next steps following the guidance below.
Single point of contact (SPOC) or Ringmaster
If you are unable to find guidance to help you, the first port of call should be to the single point of contact (SPOC) for the appropriate sector or work area. The SPOC may have knowledge of the issue and be able to provide a resolution with links to guidance.
If there is a Ringmaster for the project under which your case is packaged, they will be able to provide general advice as to how cases should be worked or escalate concerns on your behalf.
SPOCs and ringmasters can escalate any gaps in guidance using normal routes, such as during project/campaign updates, drop in calls or via the Operational Technical Specialist Team (see below).
You can find a list of SPOCs and Ringmasters in the ECS Structure and Roles section of the Knowledge Library.
Requests for advice from the Operational Technical Specialist Team (OTST)
The OTST is made up of specialists in each sector. If you have a case requiring legal assistance, or if you have been unable to answer your query after using the above resources, you will need to complete an Advice Request. The Advice Request standard work instructions (SWI) can be found in the Policy Guidance section of the Knowledge Library. This links to the template to complete, along with guidance on how to fill it out and where to send it. Please ensure your Team Leader is cc’d in.
OTST will check guidance available (and liaise with the relevant Sector Policy/Strategy pods, or liaise directly with HMRC Legal Group, where appropriate) to respond to your query within 10 days. If OTST are unable to provide a response or guidance does not satisfactorily answer the query, OTST will escalate the Advice Request to Policy or submit a request to HMRC Legal Group – see below.
The Advice Request SWI sets out the service level agreements between OTST/Policy/Legal Group. If you need an urgent response, please clearly indicate this in your email, with a response required date, and the reasons for the urgency.
The OTST may also provide advice during sector meetings, project overviews and drop-in sessions via Teams, where queries can be asked and discussed amongst peers. These are more suitable for general or quick queries and less suitable for in-depth or very complicated discussions but can be an opportunity to raise a concern which can then be discussed one to one.
Policy advice
When issues arise which cannot be resolved by consulting either guidance or colleagues (as above), OTST will escalate the query to Policy.
Policy will review the AR subject and allocate it to a policy advisor best placed to provide a response, which includes the Sector Policy/Strategy pods.
OTST will keep you updated on progress and will respond to you in line with Policy/HMRC Legal Group advice.
HMRC Legal Group (formerly SOLS)
If it is decided that HMRC Legal Group advice is needed regarding a technical point, EC-S Policy will update OTST on this and put in a request for advice to HMRC Legal Group.
- (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)
(This content has been withheld because of exemptions in the Freedom of Information Act 2000)
Advisory Accountants
If you need support analysing financial accounting information, you can contact an accountant – see Advisory & Forensic Accountants.
Data handler
If you need help with obtaining, processing or analysing data, see ECSH32928.
Extra Support team
If you need help from the Extra Support team, see ECSH32926.
Language services
If you need help overcoming language barriers and translation services, see ECSH32927.