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Contents

Official guidance
Debt Management and Banking Manual

DMBM510000 · Customer contact and data security

  • DMBM510100 · Introduction
  • DMBM510200 · Confidentiality
  • DMBM510300 · Telephone contact
  • DMBM511300 · Safety
  • DMBM511400 · Customer contact: Outdoor calls
  • DMBM511600 · Contact with third parties
  • DMBM512600 · Emails and faxes
  • DMBM512700 · Letters
  • DMBM512750 · Obscure responses from customers
  • DMBM512800 · Compulsory verification checks
  • DMBM513120 · Legislation and policy
  • DMBM513220 · Useful links
  • DMBM510900 · Telephone contact: customer is driving
  • DMBM510910 · Telephone contact: customer becomes unconscious or unresponsive
  • DMBM510920 · Telephone contact: situations where the customer may be unable to speak on the telephone with you
  • DMBM510930 · Telephone contact: calls outside office hours
  • DMBM510940 · Telephone contact: calls to and from other offices
  • DMBM510950 · Telephone contact: calls from third parties
  • DMBM510960 · Telephone contact: calls from voluntary organisations or CAB
  • DMBM510970 · Telephone contact: bogus callers
  • DMBM510980 · Telephone contact: noting the record after a telephone call
  • DMBM511000 · Phone contact: recording of phone calls for quality monitoring purposes
  • DMBM511100 · Telephone contact: terminating the call
  • DMBM511130 · Telephone contact: Field Force/ distraint using the phone whilst out on call
  • DMBM511190 · Telephone contact: customer wants to check we are calling from HMRC
  • DMBM511200 · Telephone contact: answering machines
  • DMBM511210 · Telephone contact: customer phones to change personal details
  • DMBM511220 · Telephone contact: the Bigword interpretation service for non-English speaking customers
  • DMBM511630 · Contact with third parties: how to handle calls from third parties: contents
  • DMBM511680 · Contact with third parties: outbound calls to third parties
  • DMBM511690 · Contact with third parties: outdoor calls: contents
  • DMBM511805 · Contact with third parties: Special circumstances and sensitive cases: Special circumstances: contents
  • DMBM511900 · Contact with third parties: agents and accountants: contents
  • DMBM511950 · Contact with third parties: Trustees and Personal Representatives: Contents
  • DMBM512000 · Contact with third parties: voluntary sector organisations: contents
  • DMBM512100 · Contact with third parties: disclosing information
  • DMBM512150 · Contact with third parties: receiving information - addresses/telephone numbers
  • DMBM512200 · Contact with third parties: getting authority: contents
  • DMBM512300 · Contact with third parties: company officers and representatives - wages clerks, cheque signatories, book keepers and so on
  • DMBM512400 · Contact with third parties: missing customers
  • DMBM512500 · Contact with third parties: third party acting as a translator
  • DMBM512910 · Compulsory verification checks: verification checks based on type of contact
  • DMBM512990 · Compulsory verification checks: what to do if caller fails verification checks
  • DMBM513010 · Compulsory verification checks: if in doubt
  • DMBM513020 · Compulsory verification checks: recording of verification checks
  • DMBM513100 · Compulsory verification checks: assurance of verification checks - managers and Quality Assurance (QA)
  • DMBM513110 · Compulsory verification checks: verification check helpcards
  • DMBM513115 · Compulsory verification checks: verification FAQs
  • DMBM513165 · Legislation and policy: Equality Act 2010
  • DMBM513180 · Legislation and policy: Commissioners for Revenue and Customs Act 2005
  • DMBM513190 · Legislation and policy: Civil Service Code
  • DMBM513200 · Legislation and policy: Personal Safety Code
  • DMBM513210 · Legislation and policy: Wellbeing, Health and Safety
  1. Customer contact and data security: contents
  2. Customer contact and data security: compulsory verification checks: verification check helpcards

DMBM513110 | Customer contact and data security: compulsory verification checks: verification check helpcards

From HM Revenue & Customs · Debt Management and Banking Manual

Some content of this manual is being considered for archiving. If there is content you use regularly, please email [email protected] to let us know as soon as possible.

(This content has been withheld because of exemptions in the Freedom of Information Act 2000)

  • Verifying customers

(This content has been withheld because of exemptions in the Freedom of Information Act 2000) DMBM513020.

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