Confirming your identity
Why do I need to confirm my identity?
Banks and investment companies must check the identities of all their customers to help combat financial crime and terrorist financing. We always try to check customers' identities through automatic, electronic searches. In some cases, these checks are not successful, and we then ask to see documents confirming a customer's identity and address.
Please note: If you have a valid National (non-UK residents) or EU Identity Card, or if your UK driving licence was issued in Northern Ireland, you cannot confirm your identity online. Go to the confirm your identity by post section to find out what steps to take.
Log in to your account. You’ll need a UK driving licence or passport (any nationality). We may ask you for supporting documents, but we’ll let you know what we need along the way.
Confirm your identity by post
If you only have a valid National (non-UK residents) or EU Identity Card, or your UK driving licence was issued in Northern Ireland, you must confirm your identity by post. Send all your documents to: PO Box 391, Tadworth, KT20 9FU.
Here's what you'll need to send us:
- A completed confirmation of identity form
- A photocopy of the identity card you have. Photocopies of identity cards (both national and EU) must be independently certified. Read our certification guidelines below for more information.
- A document to confirm your address (eg a bank statement or utility bill, less than three months old). The address documented must match what we have on record for you. See the full list below of documents we accept to confirm your address.
- Current UK driving licence (an old-style paper version)
- Current (non-UK) Photocard Driving Licence
- National ID card (with address on the card)
- A statement issued in the past three months by a UK regulated financial services firm (this cannot be an online statement)
- A council tax bill for the current year
- A utility bill issued in the last three months such as gas, electricity or landline phone bill (mobile phone bills and online bills are not acceptable)
- A mortgage statement (within the past 12 months)
- A current tenancy agreement or rent book (e-signatures are not acceptable)
- A government-issued document about tax or entitlements (applicable to the current tax year or issued within the last three months)
- A letter from a commanding officer, issued on headed paper in the last three months confirming your residential address if you or your spouse or civil partner is a member of the armed forces (BFPO address is not accepted as residential address)
Photocopies of Identity cards (both national and EU) must be independently certified. Independently certified means an authorised person, who is not a member of your immediate family, has had sight of the original document and has confirmed that the photocopy is a genuine copy of the original. We will accept copies certified by:
- A member of staff/intermediary of a regulated financial services business such as Bank manager or Financial Adviser
- A Barrister, Solicitor or Notary Public
- A Judge or Magistrate
- A Chartered Accountant
- A Police or Customs Officer
- A Medical GP, Dentist
- A Teacher
- The Post Office Document Certification Service
- A Fidelity Member of Staff
Or if the certifier will be outside the UK, the following may be used:
- An Embassy or Consulate Staff Member
- An Official Government Agency Staff Member
- A General Register Office Staff Member
- Director or Manager from a regulated financial services business or police department
When someone certifies a photocopy for you, they must write the following words on each sheet: ‘I have seen the original document and I certify this to be a true copy of the original.’ And upon photographic identification: ‘I have seen the original document and I certify this to be a true likeness of the individual.’
They also need to add:
- Their signature and the date they signed the certification
- Their full name
- Their phone number
- Their occupation
- Their company name and full business address if applicable
- Their company or organisation stamp if applicable
- Finally, the person certifying your photocopies must provide a full clear image of the documents and we do not accept stick on label certification
FAQs
We do not receive an explanation of why an electronic check has not been successful, but there could be a number of possible reasons. For example:
- You may have changed address recently
- You may have changed your name
- You may not be on the electoral roll
- You may not have household bills in your name
To update your address, log in to your online account or go to 'My Account'. This action will redirect you to the 'Account Summary' page. Next, select 'Profiles' from the top of the page and then choose 'Personal Information'.
We may have to consider placing restrictions on your accounts. These can include not allowing withdrawals or new investments. It may be that you already have restrictions on your account.
