We must VERIFY that we are speaking to the holder of the account. We do this through confirming Customers Identifcation points to ensure we abide by General Data Protection Regulation (GDPR)  - Aligning with The Data Protection Act (2018)

We generally need at least three identification points unless the customers sends an email from the registered email address they have on their account. 


Sometimes the email we receive does not come from an email address that we can match to the account:

Before we can assist the customer or divulge any account details we must confirm at least three of the following; 
 
  • DOB
  • Mobile Phone Number 
  • Current Residential Address
  • Payroll or Employee ID

(Please reply to this email within 48 hours so we can assist you with your query. No response to this email will result in the ticket being closed automatically but you can still reply to this email and we will continue to assist.)



Canned response content:



Thank you for getting in touch. 
  
So that I can assist you with this, can you please confirm at least three of the following; 
 
  • DOB
  • Mobile Phone Number 
  • Current Residential Address
  • Payroll or Employee ID

(Please reply to this email within 48 hours so we can assist you with your query. No response to this email will result in the ticket being closed automatically but you can still reply to this email and we will continue to assist.)