Benefits/Bank new law issue

JayPay
JayPay Community Member Posts: 7 Connected
in PIP, DLA, ADP & AA

Hi, my Mum claims benefits for her disabilities and I do all her online stuff as she isn't computer/smartphone literate.

Today when I logged into her Santander bank account (with her permission) to transfer some money to me for shopping, it asked me to go through a list of questions or else her bank account will become limited. I'm assuming this is to do with the new law where the banks will notify the government if you have more than £16,000 in your accounts?

It was asking things like how much she gets each month and from what source/benefit etc… which I entered but at the end they are asking for a form of ID to prove my Mum is who she says she is.

My mum has never had a driving licence or passport, is all but a recluse/housebound and either applying for provisional driving licence or passport doesn't seem possible as each method requires some kind of signatory or verification from a 'person of good standing'. Unfortunately it no longer seems possible to ask a GP to do this and she doesn't know anyone like the requirements meet.

I'm unsure of what to do to get her a form of ID. What can I do to get her an driving licence or passport? Is there any workarounds?

Many thanks.

Comments

  • Rosie_Scope
    Rosie_Scope Posts: 9,614 Online Community Team

    Hi @JayPay, this seems to be something Santander are doing at the moment. As you say, it may be related to the changes in law, I'm not too sure. I think it's universal for everyone who has a Santander account though, I had to do it myself and know of others who've done it recently too.

    Have they stated what kinds of ID are acceptable to them or is it only photo ID? Sometimes if you provide a couple of forms of other ID that can replace the need for a driving licence or passport, but not always. Often it's things like a birth certificate or official legal document of some kind - even benefits letters can sometimes be used for this sort of thing.

    If it doesn't specifically state whether they'd accept something else, it may be worth popping into a Santander branch or seeing if customer service can help in any way. Hope you can get it sorted soon!

  • JayPay
    JayPay Community Member Posts: 7 Connected
    https://forum.scope.org.uk/discussion/comment/1153046#Comment_1153046

    Hi, from what I read it wanted an upload of an ID and then they were going to compare the photo on the ID to an uploaded selfie taken with a smartphone. I stopped doing the questions and have logged in again a few times but the account doesn't seem to be restricted and the questions haven't come up again yet.

    I'll re-read it if it does and see if there's an alternative.

  • JessieJ
    JessieJ Community Member Posts: 1,392 Championing

    Just a thought, @JayPay, maybe a Voter Authority Certificate would be ok & it is free. You need a digital photo & NI number to apply online. It is official & checked, less hassle & free.

  • Kimi87
    Kimi87 Community Member Posts: 9,131 Championing

    I believe what you encountered is Know Your Customer which is anti money laundering etc legislation.

    This page from Santander might assist you

    https://www.santander.co.uk/personal/support/customer-support/customer-identification-documents

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