ECSH32810 - How to contact
The initial contact method will depend on the case, project aims and objectives. Always review the Project Initiation Document (PID) to ensure you are using the correct method [link to ECSH 32705 Project Initiation Document (PID)]
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).
For authorisations initial contact with a business is usually made via secure communication to the business’ government gateway account, this is normally done by the admin officer reviewing the case. At this stage, send an email protocol (found in the Knowledge Library) to the business's 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.
If no response is received to the secure communication or the email protocol, you should attempt to make a telephone call following the guidance at ECSH32805.
For compliance officers, initial contact with a business is usually made by phone see, ECSH32811. 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, found in the Knowledge Library 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.
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 content has been withheld because of exemptions in the Freedom of Information Act 2000)