Skip to content
Solved

ECSH32830 | Recording attempts to contact

From HM Revenue & Customs · Economic Crime Supervision Handbook

You must record details of all attempts to contact the business whether they are successful or not.

Update the appropriate case management system for your business area without delay, with the details of any interactions and time spent (effort).

Attempts to contact the business by phone

Record the exact time, the number dialled, and the details of any message or voicemail left following the guidance at ECSH32811. You may need to evidence all the times you attempted to contact the business to provide rationale for using information and inspection powers afforded by The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR 2017) (see ECSH32835). As shown in ECSH32811, you should try calling the business at different times on different days and using any alternative numbers available.

Attempts to contact the business by email

You must follow the guidance in Contact with businesses: email.

Consider putting a delivery receipt and read receipt on the email as evidence of whether emails are being delivered and read.

This is not evidence that the person you are trying to get in touch with is reading the emails, only that they are being opened by someone.

Attempts to contact the business by letter

Record the dates of any letters you send, and evidence of the letter being delivered such as the Royal Mail proof of delivery.

Upload a copy to Documentum without delay and set a brought forward (BF)/reminder in your calendar to check whether the business has responded see ECSH32813.