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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).

Checking identity when a customer starts a complaint

When a customer registers and then supplies details about their complaint, the BBRS will use the information provided to establish that the person is who they say they are, and that they are entitled to pursue the complaint on behalf of the company or entity.

With the customer’s permission, through the Customer Agreement, the BBRS will also share this information with the relevant bank. Using the information available, the bank will make the BBRS aware of any concerns about the identity of the person or their authority to bring the complaint.

If the bank raises a concern regarding the customer’s identity, the BBRS will undertake further identity checks with the customer. These checks will depend on the circumstances. For example, if the company is active, the BBRS may request authorisation from a current Director for you to bring the complaint on behalf of the company.

Checking identity every time we communicate with you

Once the BBRS has the correct details about a customer on record, it will use these to conduct identity checks before any communication about a complaint takes place.

Whether the customer is talking to the BBRS by phone, email, video call or in a face-to-face meeting, they will be asked to answer questions based on this information before any further exchange takes place. For example:

  • If the customer is sending a letter, they will be asked to include the BBRS case reference number provided.
  • If the customer is meeting a BBRS representative in person, they will be asked to bring photo identification (such as a passport or driving licence).
  • If someone gets in touch on behalf of a customer, the BBRS will always check that the person is authorised. As well as asking for identifying information about the customer, the BBRS will also make sure that there is a letter confirming this authorisation on our records.

If the customer or their representative does not pass the identity check or refuses to answer questions as part of an identity check, the BBRS staff member will bring the meeting, conversation or communication to an end.

Checking the identity of BBRS staff

Customers may wish to check that an incoming call or communication is from a member of BBRS staff. If so, customers will be advised to contact BBRS customer services to confirm that the communication is genuine before going ahead.

Forgotten password for online portal

If a customer forgets the password for our online portal, they will be able to reset their password by following a ‘forgotten password’ link. They will also be able to call the BBRS to ask for help with this.