Revenue addresses agents’ security concerns on calls

HMRC has been working with professional bodies on the issues overview group to address security concerns when officers need to arrange a call back or they make an unexpected call to agents.

Agent single use passwords for callbacks

When an agent requests a callback for a self-assessment or PAYE issue that cannot be dealt with during the initial call HMRC will take a password from the practitioner to be quoted by the HMRC adviser or technician who phones. The password will be for that call only.

Unexpected calls from HMRC

A process is in place when unsolicited calls are made to an agent from Debt Management and Banking and VAT departments and the agent requires proof that the call is genuine:

• Debt Management and Banking can be asked to quote two characters from the agent reference number. They may also make reference to earlier contacts...