Interesting change to a call with HMRC

Not so much a question as a comment

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I had to speak with the Agent line on a client this morning and the operator said that the issue (not relevant here) would be passed up the line to be dealt with. She then:

  • confirmed my contact number
  • the best time for a call back if necessary; and (the bit that surprised me)
  • asked for a password so that they could identify themselves if a call back was required 

I was thrown by that last and floundered slightly coming up with something, so be prepared.

Replies (12)

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By Wanderer
15th Jun 2020 13:56

Happened for a few years now.
Not convinced it's so they can identify themselves. When I've had this it's so they can identify me.

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Replying to Wanderer:
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By Paul Crowley
15th Jun 2020 14:06

Never come across it myself. But then only been doing this stuff for 40 years. Every call ever received expected details of clent and firm, at least 4 items.

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Replying to Paul Crowley:
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By Wanderer
15th Jun 2020 16:01

Probably only happened half a dozen times and then probably only in last couple of years.

Quote:
New procedures have been put in place by HMRC to address agents’ security concerns where HMRC need to arrange a call back or when HMRC make an unexpected call to agents about their clients.

HMRC have advised us that from January 2018 the process will operate as outlined below.

Agent single use passwords for call backs

Where an agent requests a call back for a matter related to either self-assessment or PAYE for an issue that cannot be dealt with during their initial call to HMRC, HMRC will take a password from the agent to be quoted by the HMRC adviser who makes the call back. The password will be for that call only.


https://www.taxadvisermagazine.com/article/hmrc-telephone-calls-agents
Actually in contradiction of what I posted above, looks like it is one for HMRC to quote.
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By Paul Crowley
15th Jun 2020 16:00

Wow! HMRC finally got their act together. Really good news as everytime I challenge HMRC to demonstrate who they are, their operative gets a bit annoyed. That is despite phoning me and expecting me to PROOVE who I am

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By SteveHa
15th Jun 2020 15:34

I think HMRC call center staff (when you can get through) have been much better since the whole lockdown thing.

They still don't necessarily know what we would like them to know, but they do seem more inclined to help as much as they can.

I wouldn't mind if this were the new normal for HMRC.

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Replying to SteveHa:
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By JHC
15th Jun 2020 17:18

I agree, I've experienced this too. Most of those I've spoken to are working from home too, seems to have made them more helpful/reasonable in my experience, especially when trying to pass their security checks and you have every single matching detail other than the client address that they have different to the ones we have.

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By brian-scholar
15th Jun 2020 16:22

Would asking them to give us our agent code, work as a security password?

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By K81
15th Jun 2020 16:24

often happens but not always - I have said that nobody else is going to be calling me about the client so password not really necessary.

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Ivor Windybottom
By Ivor Windybottom
15th Jun 2020 16:35

The question is more what password to choose?

I usually want to use something like "muppet", "inept", "blundering" or worse, but refrain and choose something easy... maybe next time!

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By Paul D Utherone
15th Jun 2020 17:44

Well there you go...March 2018. I must have missed that at the time, but it's the first time I have ever been asked in the last two years, so came as a surprise.

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Slim
By Slim
15th Jun 2020 17:59

I've had this a few times, make sure you answer the call as if you miss it they wont call back and you will have to start from square one.

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By sally1964
16th Jun 2020 10:44

I always set up a secret word - which they give to me on call back -otherwise how do you know who they are - usually a blocked number - and they ask you to pass their security - its a way of knowing who they are calling about - HMRC have been doing it for years. Would you give out personal information to anyone who calls you -GDPR comes to mind. I often refuse to speak to HMRC if they ring me - if they can not answer my security checks

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