Customer Verification

We’re legally obliged to conduct on-going monitoring of our customer relationships. This means keeping customer documents, data or information accurate and up-to-date.

We’re legally obliged to conduct on-going monitoring of our customer relationships. This means keeping customer documents, data or information accurate and up-to-date.

We’ll use the information to confirm that our records are accurate and up-to-date. We’ll verify the information by checking against a variety of data sources. We may conduct a ‘soft search’ with a credit reference agency for the purpose of confirming your identity. You will be able to see this on your credit file, but it is not visible to others and will not impact your credit score. We may use your contact information to communicate with you about a product or service you already have with us, or to send marketing communications where we have your consent or under our legitimate interest, as applicable.

We will keep all information provided securely for the period required by UK law and our internal retention policies.

As part of our ongoing commitment to help prevent financial crime and to reduce the risk of fraud, we need your help to ensure that all your business and personal information is up to date. It is important that we hold accurate information about your business. We know that you’ve provided information in the past, but we need to make sure it’s up to date and that we have a complete picture of your business and the people who control it.

If we don’t receive this information by the deadline provided, we will need to restrict access to your accounts or future products, which can include being unable to process debits from your account.

Calls to the helpline will be charged at local rates from UK-based landlines.

We understand you may be concerned about falling victim to phishing attacks. However, to give you confidence that our request is genuine, we’ve included our webpage on combatting financial crime to help you understand why we need this information: . Alternatively, please contact your relationship team.

If additional requirements become apparent during the course of the review, we may need to come back to you for further information.

We recommend you use the latest versions of Google Chrome, Firefox or Safari.

Mitek is our trusted online identification partner, who you can use to request your Related Parties to complete their identity verification. If you choose to use this service, you will provide their e-mail address or mobile number for SMS, and your Related Party will be sent a link where they can provide a ‘selfie’ and also provide pictures of their chosen identification documents. If you don’t want to use this service, you can upload certified copies of their ID&V documents instead.

We always try to give you the best possible service; although sometimes we don’t get it right. Therefore, should you wish to let us know or register a complaint, you can do so by visiting the complaints page.