DMBM511660 - Customer contact and data security: contact with third parties: how to handle calls from third parties: call from agent/accountant

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Most of the time when you take a call from an agent or accountant they will already have authority on the record in the form of a 64-8 or a written signed letter. Before discussing the record with the caller you should firstly take their name and then look for evidence of authority on the record. If an agent or accountant is acting the 64-8 signal will be ticked on IDMS along with their name and address in the designatory fields.  Signals can also be found on the HoD system, if applicable or in the notes fields.  Once you have located the authority you should go ahead with the call as normal, for verification of an accountant, see DMBM512800.

If you are contacted by an unauthorised agent or you are unable to locate the authority on the record then you must ask them to send a 64-8 or written signed authority from the customer to enable us to speak on their behalf. If the customer is present at the time of the call see DMBM512810.

For full guidance on agents and accountants, see DMBM511900.