What we need to keep you safe

FAQs

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How can I send you my documents?

 

 

There are 2 ways you can send us your documents - upload them online or send us certified photocopies in the post.

One big advantage of our online service is you don't need to get documents certified. You can use it with any Android device with a camera, an Apple device running IOS11 (or above), or a PC/laptop with a webcam but unfortunately it isn't currently compatible with Safari or Internet Explorer browsers.

To upload your document(s) use this link identify.firstdirect.com and follow the on screen instructions.

You'll need to enter some details including the reference we've provided to you, so keep it handy. Please make sure the information is shown clearly on any documents you upload.

There's a list of the documents you can use under the two FAQ questions above - 'What can I use for proof of ID' and 'What can I use for proof of address?.

If you'd prefer, you can send your documents by post. For security reasons we can't accept the originals, so we need the photocopies to be certified by an independent professional person who's seen the original documents - details of who can certify them and how to do this are in "what counts as proof of ID"

Any document you send needs to:

• be a certified copy (if sending by post)
• be current/valid and not due to expire in the next 3 months
• show your full name (not initials) and address details matching your application.

 

 

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What if I get an error message when I'm trying to upload my ID?

 

Please try to submit your ID again, using the help questions and answers here.


If this doesn't work, and you're still having problems, please call us on one of the numbers below.

If you're new to first direct, you can get us on 03 456 00 24 24.

If you've already got your account up and running, please call us on our usual customer number, 03 456 100 100.

 

 

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What can I use for proof of ID?

 

 

We have to see different documents for address and identity, unless using a Full UK photocard Driving Licence - we've included a list of the ones you can use

You can use one of these to identify yourself online by following the instructions in 'How can I send you my documents?' below.

Alternatively, you can post the document to us, you'll need to make a copy of one of these documents and get it certified before you send it. See 'How do I get my documents certified?' below for help with this.

• as we only offer accounts to UK residents, if you send a non EEA (European Economic Area) passport we'll also need you to include a Visa confirming your right to live in the UK (you can only use EEA passports if using our online service upload service)
• current full or provisional UK photocard driving licence (not including counterpart) If you're using a Full UK photocard Driving Licence this can be used for both your address and identity

• current National Identity Card (only acceptable for EEA (European Economic Area) or Swiss National customers)
  
• Northern Ireland voter's card.

 

 

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What can I use for proof of address?

We have to see different documents for address and identity, unless using a Full UK Driving licence - we've included a list of the ones you can use.


You can use one of these to identify yourself online by following the instructions in 'How can I send you my documents?' below.

Alternatively, you can post the document to us, you'll need to make a copy of one of these documents and get it certified before you send it. See 'How do I get my documents certified?' below for help with this.

• current full or provisional UK photocard driving licence (not including counterpart) If you're using a Full UK photocard Driving Licence this can be used for both your address and identity
• Council Tax bill for your home address and the current billing year or reminders and demand letters, dated in the last four months
  
• utility bill for your home address e.g. gas, electricity, oil or broadband dated in the last four months
• water rates bill for your home address for the current billing period or reminders and demand letters, dated in the last four months
• landline (not mobile) telephone bill for your home address, dated in the last four months
• Sky or cable TV bill for your home address, dated in the last four months
• UK bank (excluding first direct), building society or credit union statement. This must include name, your current address and be dated in the last four months showing active transactional history
• UK mortgage (excluding  first direct) statement from a recognised lender, dated in the last 12 months
• HM Revenue & Customs tax notification or summary, dated in the last four months
• Benefits Agency letter (Department of Work and Pensions (DWP), Jobcentre Plus, Child Benefit Office or Veterans Agency) confirming your rights to benefits, dated in the last four months.

 

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How do I get my documents certified?

 

 

You'll need to ask someone from one of the following professions to certify your documents:

Professional

• Chartered Accountant
• Chartered Legal Executive
• Independent Financial Advisor
• Licenced Conveyancer
• Solicitor.

Healthcare

• Dentist
• General Practitioner
• Midwife
• Nurse
• Optician
• Pharmacist.

The person certifying the documents needs to write the relevant statement on each of your photocopied documents and sign to say they verify them. If any of your documents are more than one page, please ask the certifier to complete the below on the 1st page and sign and print their name on each individual page.

For documents that contain a photo:

• I [full name of certifier] confirm that this is an accurate copy of the original and the photo is a true likeness of [full name of customer]

For documents that don't contain a photo:

• I [full name of certifier] confirm this is an accurate copy of the original of [full name of customer]

Each document must also include:

• certifier's signature and full name, printed on the document - need to sign as an individual not a company
• certifier's occupation, company (or professional) address and phone number ideally on letter headed paper
• certifier's professional registration number if they have one
• the date of certification.

It's important you follow the above instructions as without all of this information we may not be able to accept your documents - sorry... The person certifying your documents must be active in their profession and can't be a relative or someone who lives at your address. We may contact the certifier for further verification.

To help with certification please print and return the ID&VA checklist and ID&VA template (these can be found at the bottom of this page) adding your customer reference number and return to first direct, 40 Wakefield Road, Leeds, LS98 1FD

 

 

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When do I need to send this information?

If you’re an existing customer, we’ll contact you if we need to update your details and we’ll send you reminders and give you time to provide the information. 

If you’re new to first direct and your account hasn’t opened yet, we’ll ask you for this information as part of your application. 

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Why do you need a beneficiary address to make a foreign payment?

To continually improve the security of our overseas payments, we regularly review our processes to make sure we keep you as safe as possible. It's important we understand why money is being transferred and where the money is going to make sure it's you making the transaction and not someone else trying to use your identity. That's why we now need you to provide the name and address of the beneficiary and the reason for payment for any overseas transfers.

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What happens if I don't provide the information?

Ultimately, if we don't receive your up-to-date details we may not be able to offer you some services or facilities as without this information, it's more difficult to keep you and your money protected from fraud and financial crime.

Once we've received your information, we shouldn't need to trouble you again.

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What will you be doing with the data? How will it be stored and protected?

We'll use this information to do the best possible job of keeping you and your money safe from financial crime. All the information you provide will be subject to HSBC Group's data and security standards to ensure it's protected. Your information will only be used to protect you and won't be passed to any other parties for marketing purposes. HSBC will not use your information for marketing purposes to first direct customers.

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Why do you need to share customer data across the HSBC Group?

As more and more of our customers live, travel and trade internationally, we're always looking for better ways to help you bank safely - wherever you are in the world. Our systems and processes work by sharing data and customer information across borders to prevent financial crime.

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