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HMRC's new heading is blunt: "Check genuine HMRC contact that uses more than one communication method." In guidance published today, HMRC says recent…
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HMRC’s new heading is blunt: “Check genuine HMRC contact that uses more than one communication method.” In guidance published today, HMRC says recent contact may come by email, phone call, text, or letter. That cuts across the usual shortcut that repeated contact means a scam. This is less about fraud volumes, and more about how genuine HMRC contact may now look in practice.
HMRC published the guidance on 4 September
For RecoupIQ users, this is a signal-definition change. The shift is about sequence, not volume. This is less about fraud volumes, and more about signal reading. Multi-channel HMRC contact is now a prompt for verification, not automatic rejection. First-line teams should treat channel switching as a review cue, not a verdict.
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If you run credit control, update your playbook today. Do not treat a follow-up call or text as proof. But do not dismiss it for that reason alone. Check the tax issue, the timing, and the named process against HMRC’s guidance. Keep an internal log so payment, filing, and response deadlines are not missed. For accountants and owner-managers, the risk now runs both ways. One error wastes time on a scam. The other misses a real HMRC query. That is a poor trade when cash is tight. If a customer or adviser mentions parallel HMRC contact, verify before changing credit terms or ignoring a request. Small firms, especially, need a named owner for HMRC queries. The discipline is simple: authenticate first, then act.
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