Frequently Asked Questions

We have written to you because a pension company, financial institution or financial advice firm has asked us to perform an identity check so they can confirm your identity and continue to communicate with you.

An identity check is an essential tool in verifying your identity and ensuring that you are the correct person. Completing an identity check reduces the risk of fraudulent activity and keeps everyone safe.

This identity checking process, works best on a smart phone or tablet. If you don’t have one yourself, do you have a family member, friend or neighbour that could assist you? No trace of the images or data is left on the device used.

We have been securely provided with your contact details by the organisation instructing us to perform this check. This could be your pension provider, a financial institution or a financial advice firm. You can contact them directly to confirm they have engaged our services. Validentity is a service delivered by The Tracing Group, a company with offices in Norfolk, UK. You can see our credentials at www.thetracinggroup.co.uk, or by calling +44 (0)1603 972900 for assistance, lines are open Mon – Fri, 9am – 5pm (UK time), or email info@validentity.co.uk.

A rigorous commitment to the highest ethical standards is at the core of the Validentity brand. To preserve customer trust, the Validentity team strive to exceed all expectations for data security and privacy, ensuring that there is ethical handling of data within and beyond the organisation. ISO 27001 is the international standard for information security – our accreditation provides reassurance that all requirements and obligations are being met and exceeded. Regular vulnerability testing and penetration testing is also carried out to ensure continued data security.

No - this is a completely free service to you.

We accept thousands of ID documents from over 200 countries and territories.

You will need:

• A copy of your personalised letter or email with your unique code
• A smart phone or tablet
• Your identity document such as a passport or drivers licence
• In some cases, you will require additional identification to verify your address (dated within the last 3 months), this will depend on the requirements of your financial institution, but could include:
  • Utility bill
  • Council Tax bill
  • Phone bill
  • Bank statement

Please call one of our friendly team on +44 (0)1603 972900 for assistance, lines are open Mon – Fri, 9am – 5pm (UK time), or email info@validentity.co.uk.

Sometimes the pension company, financial institution or financial advice firm we are working on behalf of has asked us to collect this information too.

The tool makes an approximation, as does all photo/face recognition. It is not looking at the face as we do, but is looking for patterns which change much more slowly and as such are identifiable.

No more than 10 minutes.

Yes, we may send you a text/e-mail or both asking you to respond with the word “Yes”, to confirm that you are commencing the process.

Various checks will be made and the outcome will be provided to the organisation that have instructed the check. They will be in touch with you if further checks are needed.

No, there is human interaction which will ensure an accurate ‘sense check’ will be applied.

Liveness, authenticity, and image matching.

The company/organisation asking you to undertake the process will contact you.

The website will let you know that the check is complete.

This will depend on the organisation who have requested the check.

You will be contacted by the organisation instructing us to perform this check.

Please call on of our friendly team on +44 (0)1603 972900 for assistance, lines are open Mon – Fri, 9am – 5pm (UK time), or email info@validentity.co.uk.

Many institutions operate under ‘umbrella’ names, or may have been bought out by a larger company over the years. It’s worth taking a look on the institutions website to see if they are linked to a company that you have dealt with or recognise.