ECSH32811 - By Phone

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Once the call connects, ensure you are speaking to an appropriate person (see ECSH 32805 Who to contact) before discussing any business details. Ask them to confirm some details held on the application form, for example their date of birth, national insurance number or home address, to ensure that the person is who they say they are. 

If the person you need to speak to is unavailable, keep a note of the number you called and the name of the person you spoke to, their role in the business and a record of the conversation. 

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If you make a call to a mobile number and the individual sounds like they are in a car, check to see whether they are driving, operating hands-free and can take the call. Record this in your telephone call notes. 

You must record all attempts you make to speak to the business - follow the guidance in ECSH 32830 Recording attempts to contact. 

If you are unable to contact the business, follow the guidance in ECSH 32835 What to do if there is no response to initial contact. 

If you only have an international phone number 

You must obtain approval from your manager before dialling an international number. 

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Consider whether initial contact can be made by another method. You can request that the business phones you at a suitable time for both parties, taking into account the difference in time zones 

Leaving a voicemail 

If you need to leave a voicemail, you must not leave messages containingany HMRC or trader related information.You can only leave your name and a contact number. 

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Retaining voicemail messages 

It is important that you follow the guidance on recording information relating to voicemail messages [Link to CH203530 - How to do a compliance check: recording information: retaining voicemail messages CH203530 - How to do a compliance check: recording information: retaining voicemail messages]