Don’t worry, when we ask for more documents it doesn’t mean you’ve done anything wrong - we've just not been able to verify you with the information entered. This could be due to: 

  • accidentally entering incorrect or incomplete information when registering

  • a recent change in address

  • a recent change in name (due to marriage or deed poll)

Sometimes our sources have out-of-date information which can result in a verification failure, especially if you’ve recently moved homes or changed your name by marriage or deed poll. 

Our lovely Verification Team are on hand to help you correct the information or manually verify your information where our electronic check has failed. 

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