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HMRC internal manual

Inheritance Tax Manual

Communications: Use of telephones: noting of telephone calls

You should keep an accurate and full record of official telephone calls.

All notes of telephone calls whether:

  • incoming or outgoing on your own cases, or
  • incoming or outgoing on colleagues’ cases where you are taking the call on their behalf,

should be noted on the phone note template, which can be found in the IHT standard letter suite (IHTM02151).

When taking telephone messages for absent colleagues (or where the officer dealing with the case cannot immediately be identified) you must make sure the note of the telephone call is connected to the file and passed to the appropriate person as soon as possible. If you have taken the call it is your responsibility to make sure that this happens.

If a caller complains or makes a compliment (IHTM02241) you should also complete form CC1 and send it to the Customer Service Team. If the caller is asking for financial redress (IHTM02247), you should ask your Manager’s advice.

After a phone call, it is sometimes worth writing to the customer to confirm the conversation and the points agreed, but you do not need to do this for every call.