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I've failed the online identity check. What do I need to do now?

In order to complete your application we need to verify the identity of all account holders. We will write to you after you’ve applied for your account, explaining what documents we need to identify you. You can also see the list below.

Required - List A Required - List B Additional - List C 
This should be a Government issued document which shows your full name. Acceptable examples are: This document should show your full name and address. If the address is not shown, a document from list C will also be required: This document should show your name and address:
Valid, signed and in date passport*
Valid UK photo-card driving licence*
Valid Full UK driving licence (old  version)*
Recent evidence of entitlement to a state or local authority benefit e.g. state pension, tax credit, housing benefit
Firearms certificate or shotgun licence*
HMRC tax notification  (excluding self-assessment documents)
Bank or building society statement (dated within the last three months) Utility bill (dated within the last three months)
Local  authority tax bill
Formal Court document (e.g. Judgement or Order, Grant of Probate)
Letter confirming residency at a nursing home on their headed paper


We need you to send us one document from lists A and B. If your address is not shown on your document from list B, then we will also need you to send us a document from list C. 

Please note, we cannot accept proof of ID uploaded to our Secure Document Upload, or via email. Please send us original or original certified copies in the post. We can accept a copy of your passport (not the original) certified as a true copy by a solicitor, accountant, bank or building society official, Independent Financial Adviser (IFA) or mortgage broker. 

Items marked * For your own protection you are advised not to send original passports, driving licences or firearms certificates or licences through the post. Copies can be accepted but must be certified as a true copy by a solicitor, an accountant, a bank or building society official, an Independent Financial Advisor (IFA), a mortgage broker, a doctor or a Justice of the Peace. 

All other documents must be originals. We will return any original documents to you. We cannot accept mobile phone bills and credit card statements.  

The address you need if you want to post your documents to us is Family Service Team, Family Building Society, Ebbisham House, 30 Church Street, Epsom, Surrey KT17 4NL.  

Or you are welcome to bring your documents into our Epsom Branch at Family Building Society, Ashley Square, Epsom, Surrey, KT18 5DD.

We will return all documents to you.

Once we have checked the identity of all account holders, you can add funds to your account. We will contact you by telephone to confirm you can do this. Details of how you can do this can be found on the ‘Pay Money In’ section. To access this, please click on your new account after you login to the Online Service.

Family Building Society
Ebbisham House
30 Church Street
Surrey KT17 4NL
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