ECSH110500 - Contact with customers: phone

Authorisations

The majority of contact with customers conducted by authorisations will usually be by secure comms, or, if the business has agreed to email contact, by email.

However, authorisations can use phone contact if there is no response to a secure comms, or email (if email contact is agreed).

 

Compliance

For compliance, initial contact with businesses is usually made by phone.

Follow up correspondence tends to be by email, if the business has agreed to email contact, with phone contact used if there is no response via email.

 

Verification of HMRC Officers by the Public

Businesses can verify that an officer is employed by HMRC by contacting the VAT helpline on 0300 200 3700.

Further information on the verification of HMRC officers is available within the FIS Handbook.

 

Further information

For more information, please see the operational guidance on how to contact customers at ECSH32810 and how to contact customers by phone at ECSH32811.

For information on voicemails please see the Compliance Handbook here.