Checking the identities of people who get in touch
We welcome general enquiries about the BBRS and our service. If someone gets in touch for this reason, and does not discuss a particular complaint or disclose personal details, we will not need to conduct an identity check.
In all other cases, we will need to check the identity of anybody who gets in touch about, or to make a complaint. This is an important part of our service to help prevent fraud and make sure that all information, including customer data, is handled properly and in line with the law. It is also to protect the confidentiality of you and your business as a bank customer and as a user of our service.
The BBRS checks the identity of customers or their representatives, and also the identity of staff from the participating banks. The following information sets out how the BBRS checks the identity of customers and/or their representatives.
The BBRS will adapt identity checks according to the customer’s chosen communication method (for example, telephone or email).