My Full Electronic Confirmation has returned an ACTION REQUIRED or FAIL result, what do I do now?
An ACTION REQUIRED or FAIL result on a Full Electronic confirmation can occur for multiple reasons, some are simple to resolve, others more time consuming -
- You may have been given incorrect information by the customer, or may have entered the information incorrectly. In such cases you can run another check with the correct information.
- The customer may not have lived at the address for long enough to have built up any online database presence. For example they may not be on the electoral register. In such cases you will need to follow one of the other routes outlined within the risk assessment report and obtain and upload documentation to confirm identity.
- The customer may have provided incorrect information in an effort to hide their identity. In this case, you may decline the instructions or you should consider following one of the other routes outlined within the risk assessment report and obtain and upload documentation to confirm identity. You should also report the situation to your Nominated Officer who will consider whether a suspicious activity report should be made to the NCA.
- Guidance will be offered in the red box above the Verification Summary. Follow this guidance to complete the action required to verify the client.