DMBM513010 | Customer contact and data security: compulsory verification checks: if in doubt

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If you are at all in doubt or unsure of the customer’s truthfulness when conducting customer verification checks you should:

• advise them that they have failed to verify their identity

• not disclose any information to the caller

• ask them to write in with their query to the appropriate campaign office, or you will write to them instead.

Note: You can refer to the DMB Campaigns intranet site for a list of the ongoing campaigns where you can obtain the current correspondence address for each campaign and HoD. If this is not available, you can visit the DMB Contact Details page to view the HoD Campaign SPoC office address instead.

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You should:

• note the records to say what action you have taken

• why you took the action

• inform your manager.

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