Making it easier to verify your identity and documents

Identity and document verification

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Confirming your identity

How to verify your details

Common questions

Easily verify your identity and documents

Sometimes, we need to confirm your identity or check your documents. With our security partner, Mitek, this can be done quickly and securely without you having to visit a branch.

We might ask you to:

Upload photo ID and take a quick selfie for matching.
Provide a document that shows your address or confirms information you've given us.
Complete, scan, and upload an application form or mandate.

It's fast, secure and convenient for you.

About Mitek

Mitek helps us quickly verify your identity using document checks and biometric technology. This method is not only safer but faster, which means you won't have to wait as long and your experience will be smoother.

How to verify your details

When we need to confirm your details, we’ll send you an email and a text message telling you exactly what needs to be provide.

Confirm your identity

We might ask for photo ID to confirm your identity. This can be a passport, driving licence, or EU/EEA national ID card.

When you upload your proof of ID, please ensure:

Your full name and date of birth are clearly visible and match your application.
The document is up-to-date and hasn’t expired.
You upload the exact document we’ve asked for.
The image is clear and good quality.
All corners of the document are visible.
There’s no glare on the document. You might need to change your position to avoid overhead lights.

Uploading documents

We might ask for documents to confirm the information you've provided, to open an account, or to update a mandate.

When uploading documents, please remember to:

Scan the original document and create a PDF. Photographs are not acceptable.
Double-check that all details are clear and easy to read on the PDF.
Use the ‘add from this device’ option in Mitek to upload your document correctly.

Common questions

What documents will I need to verify my details?

When we get in touch with you, we'll let you know exactly which documents you need to provide. This usually includes:

Photo ID: This can be a valid driving licence, passport, or an EU/EEA ID card.
Proof of address: You might need to upload documents like bank statements or utility bills.

If we need anything else, we’ll let you know.

How do I verify my details?

We'll send you an email and a text message with a link, so you can verify your details whenever you're ready. Please note that this link will expire 14 days after we send it.

If you don't receive an email and a text message then unfortunately we won't be able to get in touch. Please re-apply with your correct details.

What if I’ve given the wrong email address or mobile phone number?

Don’t worry, we’ll reach out to you by both email and text. If one of these is incorrect, you should still receive our message. However, if both are wrong, we won’t be able to contact you. In that case, please re-apply with the correct information.

Once your account is open, you can easily update your email address or mobile phone number online, over the phone, or in any branch.

Why is my liveness check not being accepted?

Some web browsers may not work well with Mitek. If you're experiencing issues, please try opening the link in a different browser on your device.

Your liveness check might not be successful for a few reasons:

Poor lighting: Make sure you are in a well-lit area.
Using an image: Do not using a photo; you need to be live on camera.

When completing your liveness check, make sure you are the only person in the frame. The camera captures everything in view, including anything outside the circle.

Please read the on-screen instructions carefully before you start your liveness check.

Why haven't my documents been accepted?

Your documents may not have been accepted for a few common reasons, such as:

Bad Lighting: The image is too dark or too bright.
Out of Focus: The document is unclear or blurry.
Partial Image: Only part of the document was captured.

We'll inform you about the specific issue and provide guidance on how to fix it. Please follow the on-screen instructions carefully.

What should I do if I can't upload my documents or complete the liveness check?

To make things quick and easy, please use the link we've sent you to complete your ID checks.

If you’re still having trouble getting verified, you can contact the team mentioned in the email we sent you. Alternatively, you can visit your local branch for support.

If you are visiting a branch, please remember to bring your device and documents with you if you decide to visit us.