ECSH32810 - How to contact

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You can usually get the information you need using an informal approach, following the principles within the Compliance Handbook at CH207200 . However, it may be appropriate to use the powers afford by The Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 (MLR 2017) - see ECSH 70000, HMRC Powers: contents for more information.

For Authorisations initial contact with a business is usually made via secure communication (see ECSH 112000, Secure comms) to the business’ government gateway account, this is normally done by the admin officer reviewing the case. At this stage, send an email protocol

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. to the business e-mail address asking them to confirm that they understand the risks of corresponding by e-mail. This will enable you to contact the business by e-mail if required. More guidance regarding corresponding by email, see ECSH32812 - How to contact by email.

If no response is received to the secure communication or the email protocol, you should attempt to make a telephone call. Follow the guidance at ECSH 32805, Initial contact – Who to contact.

For compliance officers, initial contact with a business is usually made by phone see, ECSH 32811 By phone. Do not correspond by email until you have received a business’ explicit authority to do so, and confirmation that they understand the risks of corresponding by email, which is done by sending an email protocol,

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 or sent directly from your case in Caseflow. 

If you are unable to contact the business using the primary method, follow the guidance in ECSH32835 - What to do if there is no response to initial contact.

If a business doesn’t believe you are from HMRC or would like to confirm your identity, you can ask them to follow the steps in the guidance published on GOV.UK. This is detailed in the FIS handbook [Link to Verification of HMRC Officers by the Public ].