NMWM16420 | Disclosure of information: bogus telephone calls

You must be alert to individuals or organisations attempting to gain confidential information by deception. Read the ‘Bogus Caller’ guidance in IDG30230.

You should also familiarise yourself with the ‘Caller Verification’ guidance issued on the Customer Adviser Guide site. It provides detailed advice about on how to ensure that confidential information is not unintentionally disclosed during telephone conversations, and provides the procedure to follow to verify the caller’s identity. This guidance must be read by all staff who use the telephone and have access to HM Revenue & Customs’ data NMWM02030.

If you have any doubt about the identity of the caller having followed the procedures in the Business By Telephone (BBT) guidance you must not disclose any confidential information to the caller.

It is important to keep evidence that you have undertaken the appropriate checks before you disclose confidential information. Keep a record of the telephone conversation and note the fact that you verified the caller’s identity.

If you suspect you have been contacted by a bogus telephone caller inform your manager immediately and follow HM Revenue & Customs’ reporting procedures.