Suspended Accounts

Suspended Accounts

In order for us to comply with legal requirements it is necessary to verify personal details (including customers are aged over 18) submitted to us upon registration.

How Do I Complete the Verification Process?

We will attempt to electronically verify your account where possible. If you do not pass this process we will ask that you send us copies of certain documents (see below).

Common reasons for failing the verification process include:

Entering incorrect name or an abbreviated version during registration;
Entering a house number and/or postcode incorrect during registration;
Entering an incorrect Date of Birth during registration;
Recent changes of address;
Residence in temporary, rented accommodation such as University Halls of Residence or HM Forces Barracks.

If we are unable to verify you we will ask you to send us a photocopy / scan of one document from each of the categories listed below:

Personal Identification – one Photo ID from the following list:

Driving Licence (UK only)
National Identification Card (UK only, photographic)

Address Verification – one of the following (non-electronic):

Utility Bill (less than 3 months old)
Copy of Bank Statement – (less than 3 months old)

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