HMRC have apologised that they have been delaying sending out telephone recordings that have been asked for. Their data review caused them to suspend all distribution for a period. They are now back to "normal" production and are catching up the backlog.

Oh dear, are we to expect a 'normal' service? Whenever I do tax credits training around this scepted isle, and get to the point where I say you can request a recording of telephone calls, there is frequently an outburst of spontaneous laughter from participants. It seems attempts to secure these recordings are still met with resistance, or unkept promises etc.

Should be more optomistic now?

Steve

In our experience it takes 3 or 4 months to get them, but they do eventually turn up! We request them from the following:

HM Revenue and Customs
Data Protection (SAR) Unit
Business Services
Room BP4302
Benton Park View
Longbenton
Newcastle upon Tyne
NE98 1ZZ

Tel: 0191 225 7575
Fax: 0191 225 3098

The statute says 40 days...........perhaps a referral to the Information Commissioner might accelerate the process.

I wonder. Some time ago I had two cases where the recordings breached confidentiality because they included calls made by claimants other than the one we had requested (including giving name, address & NI number). I complained to Info. Com. I think from memory it took them more than 40 days to respond (other than acknowledgement)& the reply was pretty anodyne anyway.

A way to focus the minds of those in the DPSARU of HMRC is to send the request for the CD recordings etc, stating in the letter that you expect the information to be supplied within 40 days in accordance with legislation. Exactly 40 working days later if the items have not been received, send a simple fax stating the date request was made and that if items are not received within 7 days you will complain to the Information Commissioner. This has been successful in every case I have used it for so far.