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HMRC internal manual

Inheritance Tax Manual

HM Revenue & Customs
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Communications: General enquiries: Helpline

Helpline answers general and specific enquiries by telephone from members of the public and the professions. If the enquiry relates to a working file the caller will be referred to the caseworker concerned. Any caseworker who has a call put through to them by Helpline must make sure that the identity of the caller has been verified (either by Helpline or by themselves) under the procedure for incoming telephone calls (IHTM02041) before they continue with the call.