HMRC have asked us to share the below information on agent call backs which arose as an action point of The Issues Overview Group (IOG) to address security concerns when HMRC needs to arrange a call back or when HMRC makes an unexpected call to agents about their clients.

“HMRC and the Professional Bodies take customer confidentiality very seriously and the IOG was happy to work with the business to find a solution.

A solution was identified and the process will now operate as outlined below.

Agent single use passwords for call backs

Where an agent requests a call back for SA or PAYE for an issue that cannot be dealt with during their initial call to HMRC, we will take a password from the agent to be quoted by the adviser or technician who makes that call back. The password will be for that call only.

Unexpected calls from HMRC

There is a process in place for unsolicited calls from Debt Management and Banking and VAT departments when an agent requires proof that the call is genuinely from HMRC.

DMB can be asked to quote two characters from the agent reference number. They may also make reference to earlier contacts or information held. VAT will quote the 4 digit ID as an extra assurance. Callers will also offer a call back should the agent remain concerned.

SA/PAYE unsolicited calls may be made by HMRC if there is a need to discuss correspondence recently received. Callers will offer reference to earlier correspondence/phone calls as proof of identity.

SA and PAYE; DMB and VAT are the most likely to require these processes. We would be happy to pass on feedback if either of these situations regularly occurs with other departments to explore a similar solution if it is necessary.”