HM Revenue and Customs (HMRC) has issued updated guidance for taxpayers on how to identify genuine official communications that use more than one method of contact.
The update, published on 11 September 2026, explains why a taxpayer might receive a combination of letters, emails, or phone calls regarding a single matter. This multi-channel approach is often used to enhance security or to ensure a recipient is prepared for a more detailed interaction, such as a research interview or a tax compliance check.
The guidance coincides with HMRC’s ongoing “digital-by-default” transition. Since spring 2026, the department has been phasing out traditional paper letters for many digital users. Instead, these taxpayers now receive email alerts notifying them to log in to their secure online tax accounts to view new correspondence.
Active research campaigns in 2026
Several legitimate third-party agencies are currently authorised to contact taxpayers on behalf of HMRC. Being aware of these specific campaigns can help residents distinguish official outreach from sophisticated phishing scams.
The research agency Verian is currently conducting a study into employer tax obligations. This campaign, which runs until 30 October 2026, typically involves a letter sent to the employer followed by a phone call from a Verian representative.
Additionally, IFF Research is contacting agents and small businesses to gather feedback on their experiences with HMRC. This survey began on 20 July 2026 and is scheduled to continue until 16 April 2027. Contact for this project may be made via letter, email, or telephone.
How to identify a scam
Despite the increase in multi-channel contact, HMRC has reiterated that its staff and authorised partners will never follow certain procedures. Official callers will never:
- Threaten you with immediate arrest or legal action over the phone.
- Demand payment via HMRC vouchers, Bitcoin, or bank transfer during a cold call.
- Ask for your bank details, passwords, or PINs via a text message or an email link.
If you receive a suspicious text message claiming to be from the tax office, you should forward it to 60599. Suspicious emails should be sent to phishing@hmrc.gov.uk for investigation.
Taxpayers are also advised to check their personal tax accounts directly through the official GOV.UK website rather than clicking links provided in unexpected messages. Genuine email alerts from HMRC will usually tell you that you have a new message waiting in your account but will not include a direct link to a login page or ask for personal information.
