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HMRC internal manual

Repayment Claims Manual

RA action: Counter calls and telephone calls

If a claimant calls at the counter about vouchers see RM1212 - RM1216.

Otherwise if a claimant telephones or calls at the counter

  • ask the claimant for the following details
  • name, address and reference number


  • the name and address of the taxpayer, if different
  • check TI if the claimant cannot quote the reference
  • pass the enquiry to the allocation officer with a note of the details.