Regardless of whether you created a check using branch credits or a payment card, the original cost of the check will be added back to your account in credits.
This will depend on the circumstances surrounding the cancellation and will be dealt with on a case by case basis, so please reach out to support using the help widget for further information.
This will depend on the circumstances surrounding the cancellation and will be dealt with on a case by case basis, so please reach out to support using the help widget for further information.
If the check type you need your client to complete requires them to have an account (i.e. Full Biometric Check, Right To Rent Check) then your client will need an email address to facilitate this.
With the checks that are completed by the agent on behalf of the client (i.e. AML Enhanced Check, Company Check) then you can use your branch email address instead if no other email address is available however we always suggest that you use the clients email where possible.
To complete a Right to Rent check through HIPLA, a UK or Irish passport is required.
If your client is not a UK or Irish Citizen then they will have to obtain a Right to Rent check share code via the government portal, which can be found here. The client can then provide you with this code directly.
If your client is a UK or Irish Citizen then they will alternatively be able to complete a Full Biometric Check using a driving license which will establish the required statutory excuse. Please see the government guide for more details:
https://www.gov.uk/government/publications/landlords-guide-to-right-to-rent-checks
Typically clients are unsuccessful with their Right to Rent check because they presented a non UK or Irish passport. The next most typical reason is because the client selected to use another document other than a passport which will cause the check to end prematurely.
Unfortunately once a check has been completed by the client and the corresponding report been generated it is not possible for the client to change the documents that have been uploaded in order to affect the outcome. It is therefore up to your internal risk policy if you accept the outcome as is or whether you need to ask the client to complete another check.
It is most likely that your client has used a non-supported document that has caused the check to either extract the wrong address on the document or in some cases not at all. This will typically lead to the 3rd Party Identity portion of the check to also fail (as this will be run against an incorrect address for the client). It is therefore up to your internal risk policy if you accept the outcome as is or whether you need to ask the client to complete another check.
Due to an issue with either the clients Proof of ID or Proof of Address documents, there has been a problem when comparing the extracted data. Typical reasons for this will be:
1) The Proof of Address document is in dual names so there couldn’t be a direct comparison with the name provided on the Proof of ID document.
2) The document provided was either not dated within the last three months or not an accepted type which meant the clients details were not extracted correctly.
If your client has paid for the check instead of your branch, you will be able to fail the check from within the “Update Outcome” section of the report and then send a recheck of your choice to the client automatically.
When you click to create a new check, from this window click the “edit available check types” and you will be taken to a page that will detail the price of all available checks for both your clients and your branch:
While we cannot advise you on whether to approve or reject the check, we can offer some guidance. For information about how to interpret AML results, please use this guide.
You can see how many credits you have left when you create a check, as shown below:
The current accepted documents that can be used for your clients Proof of Address are:
Bank statement (issued within the last 3 months)
Utility bill (issued within the last 3 months)
Phone bill (issued within the last 3 months)
Council tax bill (issue within the last year)
Reach out to your internal compliance officer to check.
HIPLA partners with a 3rd party company (YOTI Limited) in order to provide our ID checking services which are fully AMLR compliant.
Find below the link to their registration with the government:
https://www.digital-identity-services-register.service.gov.uk/register/service-details?serviceId=223
The Proof of Address document is specifically used in order to complete the 3rd Party Identity portion of the check, this essentially carries out a Credit Reference Agency (CRA) check on the client to see that the client has some form of history at that address.
This may fail once the clients use documents for their new address as they will have little history there.
We suggest that the clients use a Proof of Address document for their previous address in order to get the best result. It however still needs to be valid from the last 3 months or it will fail.
It is our understanding that you need to perform ID checks on all parties that you are forming a business relationship with, therefore for multiple purchasers you’ll need to check each individually.
You would need to check with your compliance officer regarding giftors as this would most likely fall under your requirements of your internal risk policy.
It is a possibility that clients will legitimately fail a 3rd Party Identity check as this is completed by way of a Credit Reference Agency (CRA) light touch check.
So the client may not have a credit history at the property due to not having lived at that address long or not being registered to vote etc.
The liveness check will check whether the client is a real person or whether they are presenting a static picture to try and fool the AI.
This failure can happen if the client is standing extremely still as the system doesn’t actually take a picture but a series of pictures that it will look for movement.
Liveness failure does happen time to time, however if you have met the client or you are happy looking at the picture that it seems to be the person you’re dealing with then you can choose to manually pass it yourself.
You will receive notifications that checks are complete to your designated branch email address. We recommend that this is an email address that accessible to all requiring notifications with shared email groups working best for this purpose.
The QR code isn’t necessary to complete the check, this is just a mechanism to move your client from their desktop to a mobile device. You can give your client your white-labelled URL to log in via their mobile phone and it will bypass the QR code straight to the check.
