HMRC: Scam Identification Guidance Update Alters Text, WhatsApp Policy

• HMRC has updated its scam identification guidance, including a new checklist and revised policies for digital communications.
• The 'Action Fraud' service has been updated to 'Report Fraud' within the new guidance.
• HMRC now sends text messages that may include links to GOV.UK or webchat, and has removed a previous statement that it would never ask for personal or financial information via text.
• HMRC will use the new UK Government WhatsApp Channel for one-way, non-replyable tax reminders only, and QR codes will never lead to pages requiring personal information input.
• Suspicious texts, emails with QR codes, and social media accounts should be reported to specific HMRC channels or Police Scotland.

For lawyers and compliance officers, understanding these evolving practices is paramount.

Her Majesty's Revenue and Customs (HMRC) has significantly revised its guidance on identifying tax scams, providing an updated checklist for the public to discern legitimate communications from fraudulent attempts. This comprehensive update encompasses various contact methods, including phone calls, text messages, emails, and social media interactions. A notable change involves the rebranding of the 'Action Fraud' service, which is now referred to as 'Report Fraud' throughout the guidance.

Crucially, the updated HMRC scam identification guidance reflects evolving communication practices. Information regarding what to look for on social media has been expanded, and the section concerning QR codes has been thoroughly revised. Furthermore, new details have been added about the UK Government WhatsApp Channel and how HMRC intends to utilize this platform. These changes underscore a proactive approach to combating sophisticated scam tactics.

One of the most significant policy shifts is the removal of the previous statement that HMRC would never request personal or financial information via text message. This alteration signals a change in HMRC's communication strategy, necessitating heightened awareness from taxpayers. The guidance also now includes a reporting phone number for Police Scotland, broadening the avenues for reporting suspicious activity.

HMRC has clarified its stance on digital communications, particularly concerning text messages, WhatsApp, and QR codes. The department now confirms that it does send text messages to some customers, which may contain links to GOV.UK information or HMRC webchat. However, the guidance strongly advises against opening links or replying to text messages that promise a tax refund in exchange for personal or financial details, as these are indicative of a scam.

Regarding the new UK Government WhatsApp Channel, HMRC will use this platform exclusively for sending single message alerts, which may include occasional tax-related reminders to subscribers. It is important to note that users will not be able to reply to these messages, and HMRC will not engage in any other form of communication via WhatsApp. This limited, one-way interaction policy is designed to maintain security and prevent misuse.

For QR codes, HMRC confirms their use in letters and correspondence, typically directing users to guidance on GOV.UK. The department has committed to explicitly inform recipients if a QR code leads to a website other than GOV.UK. A critical safeguard is that QR codes will never direct users to a page requiring the input of personal information. However, when a user is already logged into their HMRC account, QR codes may be used to redirect them, for instance, to their bank's login page. Any QR codes used in official communications will be listed among genuine HMRC contacts.

The updated guidance provides a comprehensive checklist to help individuals determine if a contact received via phone, text, email, or social media is a scam. It reinforces the message that if an account claiming to be HMRC cannot be verified, individuals should refrain from replying or sharing any information. Instead, details of the suspicious account name and social media platform should be emailed to branddefence@hmrc.gov.uk, and the contact should be ignored.

To combat phishing scams, suspicious text messages should be forwarded to 60599 (standard network charges apply) or emailed to phishing@hmrc.gov.uk, and then deleted. Similarly, any suspicious emails containing QR codes should be sent to phishing@hmrc.gov.uk before deletion. HMRC has indicated that it may share submitted email addresses and phone numbers with other organizations to facilitate the shutdown of these fraudulent operations. This multi-channel reporting strategy is crucial for mitigating the impact of UK tax scam warnings.

While HMRC does send text messages, it will never use social media for certain unspecified purposes, further emphasizing the need for caution when interacting with HMRC-branded social media accounts. The inclusion of a reporting number for Police Scotland also provides an additional avenue for reporting serious fraudulent activities, highlighting a coordinated effort to protect the public from tax-related scams.

The latest HMRC scam identification guidance update introduces significant shifts in how the tax authority communicates with the public, particularly through digital channels. These changes, including the nuanced use of text messages, the introduction of a WhatsApp channel, and revised QR code communication rules, create a more complex environment for taxpayers to distinguish legitimate contact from sophisticated scams. The removal of the blanket statement that HMRC would never ask for personal or financial information via text messages is particularly impactful, requiring a re-evaluation of previous assumptions about HMRC's interaction protocols.

For lawyers and compliance officers, understanding these evolving practices is paramount. They must review this updated HMRC guidance thoroughly to effectively advise clients on identifying authentic HMRC communications versus fraudulent attempts. This includes educating clients on the specific conditions under which HMRC might use new channels like WhatsApp and QR codes, and the precise nature of information HMRC might request. Proactive advice based on these updates is essential to help clients navigate the landscape of UK tax scam warnings and mitigate fraud risks, ensuring they do not fall victim to increasingly sophisticated schemes.

Lawyers and compliance officers should review this updated HMRC guidance to advise clients on identifying legitimate HMRC communications versus scams, especially concerning new channels like WhatsApp and QR codes, and to understand HMRC's evolving practices for requesting information to mitigate fraud risks.

Source: Original reporting via GOV.UK