Prf Plicy Indirect Channel Versin 12 7 May 2015 Authr: Credit Risk & Fraud External versin 1
Table f Cntents Intrductin... 3 Distance Selling... 4 Face t Face Selling... 10 Additinal Prfs Plicy Infrmatin... 15 2
Intrductin Prfs are taken fr new and existing, private and business custmers prir t prcessing the applicatin and submitting fr credit check. The diagram belw demnstrates at what pint f the applicatin prcess prfs are required. Custmer Prf prcess Pass Prceed t credit check Fail D nt prceed t credit check EE has a generic prfs list, which all Partners/ Stckists are required t fllw. New custmers need t prvide a prf f identity and address (and business where applicable), whereas existing custmers nly need t prvide a prf f identity (and prf f business where applicable). The type f prf prcess the Partner/ Stckist is required t fllw is dependent upn - Their wn rute t market (e.g. face t face retailer r distance seller) The type f custmer applying (cnsumer, small business r large business custmer) All Partners/ Stckists must prvide prfs frm the prfs list and adhere t the prf plicy fr that brand. The Partner/ Stckist may als add additinal steps t the prfs plicy if they wish but this must be ver and abve EE s plicy. The Partner/ Stckist is respnsible fr cllecting and retaining all prfs btained, with their custmer agreement. 3
Distance Selling Nn-Face t Face trading (e.g. Digital r Telesales) All Custmer Types- Cnsumer and Business New Custmers If the Partner/ Stckist perfrms distance/ nn-face t face sales (fr example Web r Telesales) they must nly use Single Card Prf as the prf f ID and prf f address; Where applicable the prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: accmpanied by Single Card Prf (AVS) t verify ID and address (nt applicable fr large businesses) a scan r phtcpy f the riginal prf in (lcked) PDF frmat, where applicable stred securely by the Partner/ Stckist fr future audit. The Indirect distance selling/ nn-face t face prfs summary is as fllws: Table 1: Prf requirements fr the varius accunt types Accunt Type Private Cnsumer Self-Certified business Prfed Small Business Prf f Identity and Address Single Card Prf (AVS) Single Card Prf (AVS) Single Card Prf (AVS) AND and and Business Prf N/A Self-Certificatin Frm read ut in script 1 business prf Large Business N/A and 2 business prfs Table 2: List f Acceptable Prfs Business Prf List UK bank r building sciety Business Credit r Debit card UK bank r building sciety Business accunt statement UK Business credit card statement Business premises cuncil tax statement Business utility bill Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name Business VAT registratin certificate Certificate f Incrpratin r change f cmpany's name Certificate f Charity registratin Inland Revenue ID card (registratin card) Business premises leasing/ rental agreement 4
The prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: a scan r phtcpy f the riginal prf in (lcked) PDF frmat stred securely by the Partner/ Stckist fr future audit Additinal Infrmatin: Self-Certified Small Business custmer must be made aware that their business infrmatin will als be passed n t the Credit Reference Agencies. Prfed Small Business refers t sle trader, self-emplyed, small partnerships (1 t 9 emplyees). The Self-Certificatin Frm must nly be used if a Sle Trader, Self Emplyed r Small Partnership custmer has n business prf as listed in Table 2. The Self-Certificatin frm must nt be used fr the custmer accunt transfer (CAT) prcess. Custmers must prvide 1 business prf as listed in table 2. Large Business refers t Limited cmpany, PLC, charity r large partnership (10+ emplyees). Nn-Limited Partnerships - If a jint partnership accunt is required, then each applying partner must authenticate their identity befre a credit check can be prcessed. Single Card Prf (AVS) - The custmer can prvide a Credit r Debit card (excluding pre-paid cards) t act as bth prf f ID and Address. A 2 transactin will then be taken and refunded, t check the validity f the card details against the custmer s name and applicatin address. Pre t Pst pay migratin applicatins prcessed via Tele- Registratins must be prfed using Single Card Prf (AVS) nly. The same prf cannt be used as prf f ID and prf f address. Gvernment and NHS applicatins must fllw the Large Business prcess. 5
Existing Custmers (Upgrades & Migratins) Existing custmers requiring Upgrades and Migratins are required t prve their identity prir t checking fr eligibility. Table 3: Prf requirements fr the varius accunt types Accunt Type Prf f Identity and Address AND Business Prf OR Call validatin Private Cnsumer Single Card Prf (AVS) N/A OR Cnfirm custmers name, address and DOB Small Business Single Card Prf (AVS) N/A OR Cnfirm custmers name, cmpany name, address and DOB Large Business N/A 1 business prf N/A Table 4: List f Acceptable Prfs Business Prf List UK bank r building sciety Business Credit r Debit card UK bank r building sciety Business accunt statement UK Business credit card statement Business premises cuncil tax statement Business utility bill Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name Business VAT registratin certificate Certificate f Incrpratin r change f cmpany's name Certificate f Charity registratin Inland Revenue ID card (registratin card) Business premises leasing/ rental agreement The prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: a scan r phtcpy f the riginal prf in (lcked) PDF frmat stred securely by the Partner/ Stckist fr future audit All Call Validatins must be recrded and securely stred fr a minimum f the term f cntract plus 90 days. Additinal Infrmatin: Small Business refers t sle trader, self-emplyed, small partnerships (1 t 9 emplyees). 6
Large Business refers t Limited cmpany, PLC, charity r large partnership (10+ emplyees). Under n circumstances can a Large Business Upgrade r Migratin be authenticated using the Call Validatin methd. Single Card Prf (AVS) - the custmer can prvide a Credit r Debit card (excluding pre-paid cards) t act as bth prf f ID and address. A 2 transactin will then be taken and refunded, t check the validity f the card details against the custmer s name and applicatin address. Call Validatins can nly be cmpleted by dialling the mbile number t be Upgraded / Migrated. The Partner/ Stckist must ask the custmer t cnfirm that they are the Accunt Hlder state their full name state their full address state their date f birth The Partner/ Stckist must NOT prmpt the custmer with any f this infrmatin in rder t cnfirm identity. Gvernment and NHS applicatins must fllw the Large Business prcess. The Self-Certificatin frm must nt be used fr the custmer accunt transfer (CAT) prcess. Custmers must prvide 1 business prf as listed in table 4. 7
Existing custmers (Additinal Lines) Existing custmers requiring Additinal Lines are required t prvide prfs t cnfirm their identity. Table 5: Prf requirements fr the varius accunt types Accunt Type Prf f Identity and Address AND Business Prf Private Cnsumer Single Card Prf (AVS) N/A Small Business Single Card Prf (AVS) N/A Large Business N/A 1 business prf Table 6: List f Acceptable Prfs Business Prf List UK bank r building sciety Business Credit r Debit card UK bank r building sciety Business accunt statement UK Business credit card statement Business premises cuncil tax statement Business utility bill Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name Business VAT registratin certificate Certificate f Incrpratin r change f cmpany's name Certificate f Charity registratin Inland Revenue ID card (registratin card) Business premises leasing/ rental agreement The prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: a scan r phtcpy f the riginal prf in (lcked) PDF frmat stred securely by the Partner/ Stckist fr future audit. Additinal Infrmatin: Small Business refers t sle trader, self-emplyed, small partnerships (1 t 9 emplyees) Large Business refers t Limited cmpany, PLC, charity r large partnership (10+ emplyees) Nn-Limited Partnerships - if a jint partnership accunt is required then each applying partner must authenticate their identity befre credit check can be prcessed 8
Single Card Prf (AVS) - the custmer can prvide a Credit r Debit card (excluding pre-paid cards) t act as bth prf f ID and address. A 2 transactin will then be taken and refunded, t check the validity f the card details against the custmer s name and applicatin address. Existing custmers wh request an new cnnectin n EE and already have additinal cnnectins n T-Mbile r Orange must be authenticated as an existing custmer n their accunt prir t checking fr the new cnnectin request. Gvernment and NHS applicatins must fllw the Large Business prcess. The Self-Certificatin frm must nt be used fr the custmer accunt transfer (CAT) prcess. Custmers must prvide 1 business prf as listed in table 6. 9
Face t Face Selling Face t Face trading All Custmer Types - Cnsumer and Business The Partner/ Stckist must ensure that a valid prf f age is cllected, unless the custmer clearly lks aged 18 r ver. Table 7: Acceptable Prf f Age Prf f Age Full r Prvisinal UK r NI Driving Licence Passprt Prf f Age Standard Scheme (PASS) cards New Custmers The Indirect prfs summary fr Retail/ Face t Face is as fllws: Table 8: Prf requirements fr the varius accunt types Accunt Type Prf f Identity and Address AND Business Prf Private Single Card 1 prf f ID + 1 Or N/A Cnsumer Prf (AVS) prf f address Self-Certified Business Prfed Small Business Single Card Prf (AVS) Single Card Prf (AVS) Or Or 1 prf f ID + 1 prf f address 1 prf f ID + 1 prf f address and and Signed Self- Certificatin Frm 1 business prf Large Business N/A 2 business prfs Table 9: List f Acceptable Prfs Prf f ID - Full r Prvisinal UK r NI Driving Licence - Passprt - UK bank r building sciety Credit / Debit card Prf f Address - Full r Prvisinal UK r NI Driving Licence - UK bank, building sciety r Credit card accunt statement - Fixed phne bill - Existing mbile bill (excluding Orange, T- Mbile r EE bills) - Cuncil Tax statement - Utility bill (in custmer name) 10
Table 10: List f Acceptable Prfs Business Prf List UK bank r building sciety Business Credit r Debit card UK bank r building sciety Business accunt statement UK Business credit card statement Business premises cuncil tax statement Business utility bill Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name Business VAT registratin certificate Certificate f Incrpratin r change f cmpany's name Certificate f Charity registratin Inland Revenue ID card (registratin card) Business premises leasing/ rental agreement The prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: a scan r phtcpy f the riginal prf in (lcked) PDF frmat stred securely by the Partner/ Stckist fr future audit. Additinal Infrmatin: Self-Certified Small Business custmer must be made aware that their business infrmatin will als be passed n t the credit reference agencies Prfed Small Business refers t sle trader, self-emplyed, small partnerships (1 t 9 emplyees) The Self-Certificatin Frm must nly be used if a Sle Trader, Self Emplyed r Small Partnership custmer has n business prf as listed in Table 10. The Self-Certificatin frm must nt be used fr the custmer accunt transfer (CAT) prcess. Custmers must prvide 1 business prf as listed in table 10. Large Business refers t Limited cmpany, PLC, charity r large partnership (10+ emplyees) Nn-Limited Partnerships - if a jint partnership accunt is required then each applying partner must authenticate their identity befre credit check can be prcessed If using Driver s Licence r Passprt, the date f birth n the prf must be the same as that n the agreement and the custmer must be aged 18 r ver. Single Card Prf (AVS) - the custmer can prvide a Credit r Debit card (excluding pre-paid cards) t act as bth prf f ID and address. A 2 transactin will then be taken and refunded, t check 11
the validity f the Card details against the custmer s name and applicatin address. The same prf cannt be used fr prf f ID and prf f address. Pre t Pst pay migratin applicatins prcessed via Tele- Registratins must be prfed using Single Card Prf (AVS) nly. Gvernment and NHS applicatins must fllw the Large Business prcess. 12
Existing Custmers (Upgrades, Migratins and Additinal Lines) Existing custmers are required t prvide prfs t cnfirm their identity; this is applicable t Upgrades, Migratins and Additinal Lines. Table 10: Prf requirements fr the varius accunt types Accunt Type Prf f Identity and Address AND Business Prf Private Cnsumer Self-Certified Business Prfed Small Business Single Card Prf (AVS) Single Card Prf (AVS) Single Card Prf (AVS) Or 1 prf f ID N/A Or 1 prf f ID N/A Or 1 prf f ID N/A Large Business N/A 1 business prf Table 11: List f Acceptable Prfs Prf f ID Single Card Prf (AVS) Full r Prvisinal UK r NI Driving Licence Passprt UK bank r building sciety Credit/ Debit card Table 12: List f Acceptable Prfs Business Prf List UK bank r building sciety Business Credit r Debit card UK bank r building sciety Business accunt statement UK Business credit card statement Business premises cuncil tax statement Business utility bill Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name Business VAT registratin certificate Certificate f Incrpratin r change f cmpany's name Certificate f Charity registratin Inland Revenue ID card (registratin card) Business premises leasing/ rental agreement The prf f business must be scanned r phtcpied (electrnic cpy f the riginal prf). The prf must be: a scan r phtcpy f the riginal prf in (lcked) PDF frmat stred securely by the Partner/ Stckist fr future audit. 13
Additinal Infrmatin: Self-Certified Small Business custmer must be made aware that their business infrmatin will als be passed n t the credit reference agencies Prfed Small Business refers t sle trader, self-emplyed, small partnerships (1 t 9 emplyees) Large Business refers t Limited cmpany, PLC, charity r large partnership (10+ emplyees) Nn-Limited Partnerships - if a jint partnership accunt is required then each applying partner must authenticate their identity befre credit check can be prcessed Single Card Prf (AVS) - The custmer can prvide a Credit r Debit Card (excluding pre-paid cards) t act as bth prf f ID and address. A 2 transactin will then be taken and refunded, t check the validity f the card details against the custmer s name and applicatin address. Pre t Pst pay migratin applicatins prcessed via Tele- Registratins must be prfed using Single Card Prf (AVS) nly. Existing custmers wh request an new cnnectin n EE and already have additinal cnnectins n T-Mbile r Orange must be authenticated as an existing custmer n their accunt prir t checking fr the new cnnectin request. Gvernment and NHS applicatins must fllw the Large Business prcess. The Self-Certificatin frm must nt be used fr the custmer accunt transfer (CAT) prcess. Custmers must prvide 1 business prf as listed in table 12. 14
Additinal Prfs Plicy Infrmatin Table 23: Requirements fr Phtcpying and string prfs List f prfs that DO NOT require phtcpying r scanning Single Card Prf (AVS) List f prfs that require phtcpying r scanning UK Bank r Building Sciety Credit r Debit card (fr nn-avs checks) Passprt Prf f Age standards Scheme (PASS) cards UK bank, building sciety r Credit card accunt statement Cuncil Tax statement r payment bk Utility bill VAT registratin certificate Certificate f Incrpratin r change f cmpany name Certificate f Charity registratin Inland Revenue ID Card (registratin card) Leasing/ rental agreement Existing mbile phne bill in the business name (excluding Orange, T-Mbile r EE bills) Fixed line telephne bill in the business name All cpies f prfs must cntain the custmer s name and (where applicable depending n prf type) their address and statement date. Cpies f bank / building sciety / Credit card related prfs must cnceal all persnal accunt infrmatin. The registering Partner/ Stckist is respnsible fr cllecting valid prfs (business, private cnsumer, age) and retaining them with the custmer agreement. If Prf f Age is required it must be phtcpied r scanned and stred with the custmer agreement. If using Single Card Prf (AVS) plicy ptin t validate prf f ID and Address: the custmer must prvide full card details (incl. CV2 cde) the Partner/ Stckist must ensure the Credit r Debit card is registered at applicatin address (applicatins fr this prf type can cntain first name r initial) All majr UK Credit/Debit cards are accepted (excluding pre-paid credit cards) Distance sales business prfs can be scanned r phtcpied (electrnic) cpies f the riginal prf. The prf must be: accmpanied by Single Card Prf (AVS) t verify ID / Address (applicable t small business nly) a scan r phtcpy f the riginal prf in (lcked) PDF frmat sent t the Partner/ Stckist frm a business e-mail address, matching the trading details f the applicant 15
stred securely by the Partner/ Stckist fr future audit. All prfs must: be riginals and nt cpies be printed and nt hand written cntain a Great Britain r N.I address (prf f address) match the custmer s name, address and date f birth details entered n the custmer agreement be viewed at pint f sale and pre-date registratin date (fr new custmers) pre-date the date f accunt activity fr additinal cnnectin request (fr existing custmers) be cmplete and have their surce f rigin clearly identifiable be clear and legible. The custmer must sign the agreement and their signature must match that supplied n the prf f identificatin where applicable. Cpies f required prfs fr successful applicatins must be made AT POINT OF SALE. Custmer prfs must cntain the full first name and surname n at least ne f the prfs prvided. New custmers must sign the bank instructin sectin f the agreement fr Direct Debit payment and the signature must match that n the agreement and prf f identificatin. Bank, building sciety and Credit card accunt statements, phne bills, and utility bills must be dated within 3 mnths f the applicatin date. Bank and building sciety accunt statements can be a print ut cpy, supplied directly by the bank r building sciety. These must be date stamped by the bank r building sciety and be the riginal dcument, nt a phtcpy. Online bank/building Sciety and Credit card accunt statements can be accepted subject t having 5 debit/ credit transactins. The fllwing prfs are unacceptable: British Gas statements Sky/ mbile bradband bills Payment bks Cuncil tax / Utility payment cards Reminder bills r letters Overdue accunt letters Accunt infrmatin dcuments Terms and cnditins cnfirmatin letters Cnfirmatin f address infrmatin Cheques and cheque bks 16
Table 24: Individual prf requirements Type f Prf Full r Prvisinal UK r NI Driving Licence Requirements - Phtcard licences are acceptable withut the cunterpart - When accepting phtcard licences the cunterpart can be taken alng with the phtcard, hwever the cunterpart alne is nt acceptable - Prvisinal licences must be the phtcard type nly - Old style paper driving licences must be fully cpied t ensure the expiry date is visible - Ensure the address and signature matches the cntract address and signature. - Ensure the licence has nt expired UK bank r building sciety Credit r Debit card Passprt Prf f Age Standards Scheme (PASS) cards - Custmer s name shuld match the name n the agreement - Must be signed by the applicant - Must be valid and nt expired - Name must be displayed n the frnt f the card - Must cntain the custmer s frename initial as a minimum - Must have a CV2 number - Frnt and back f card must be cpied in accrdance with PCIDSS regulatins - Bth the CV2 number n the back and the middle 8 digits n the frnt f the card must be cncealed - Must be a machine readable and bimetric passprt - Must cntain custmer s full name and date f birth - Must cntain the custmer s signature - Must nt have expired - Must nt be an extensin - Must include the PASS hlgram - Pht ID must be a true likeness - DOB must state that they are 18 years f age r ver (r has the 18+ symbl) and matches the DOB n the agreement 17
Type f Prf UK bank, building sciety and Credit card accunt statement Requirements - Must cntain Srt cde and accunt number - Must cntain custmer s full name and address - Must detail name f bank/ building sciety - Must be a statement and nt a letter - Must cntain 5 debit / credit transactins Cuncil Tax statement Utility bill VAT registratin certificate Certificate f Incrpratin r change f cmpany name Certificate f charity registratin - Must detail custmer s full name - Must details custmer s full address - Must shw the accunt r prperty reference number - Must detail custmer/ business full name - Must details full address - Custmer reference/accunt number must be detailed - Must shw full business name and address - Must detail VAT number - Must detail Cmpany registratin number - Must include Full cmpany name - Cmpany must be registered in the UK - Certificate must have been supplied by apprpriate authrity - Must detail cmpany registratin number - Must detail full cmpany name - Cmpany must be registered in the UK - Certificate must have been supplied by the charities cmmissin Inland Revenue ID Card (registratin card) - Must be in business name - Must have Natinal Insurance number - Partner/ Stckist must dcument card number Leasing/ rental agreement - Must be a current (active) agreement - Must clearly display the start and/r end date f the agreement Existing mbile/ fixed line phne bill - Excludes EE, T-Mbile and Orange bills END OF PROCESS 18