Frequently Asked Questions
Electronic ID
Cynergy Bank has an obligation to meet its legal and regulatory requirements set out by financial services regulations which require us to hold accurate identification on the customers we service. If you have received a request from us to provide your ID electronically this is because we need to update our records.
As the Bank embarks on its digital journey, we are launching new technology and part of this includes modernising our customer verification process. These requests are crucial for the bank to maintain its regulatory and legal obligations. A strengthened verification process will also reduce the risk of fraudulent activity.
There are currently no notification systems embedded within our Online Banking Platform so many customers will not be aware they have received a Secure Message.
We therefore send our electronic ID requests via email as a convenient and consistent form of communication for most of our customers.
No, the ID must be valid at the time it is uploaded.
Proof of address documentation must be dated within the last six months.
If you have sent us your ID in the last 12 months, you will not be required to re-submit your ID. If you receive an ID request but have you provided your ID in the last 12 months, let us know via the Online Banking Secure Message or email us at customerservice@cynergybank.co.uk
You just need one of the following documents and a device with an operating camera.
A valid passport
A valid photo card driving licence issued by an EU state
A national identity card (for the European Economic Area or Swiss Nationals only)
If your link is no longer valid, email cddverifications@cynergybank.co.uk and a new link can be provided.
Your ID is processed with our verification partners, Jumio Corporation and is stored securely and encrypted.
Jumio Corporation process data in the United States for verification purposes and further information regarding how Jumio Corporation processes your data can be viewed at the following link: https://www.jumio.com/legal-information/privacy-policy/jumio-corp-privacy-policy-for-online-services/
Having accurate customer identification is a regulatory requirement therefore we will require up to date identification to continue servicing your account. The Bank has an obligation to meet its legal and regulatory requirements set out by the regulations within financial services. Unfortunately, if the Bank is unable to verify your identification, we will be required to close your account.
Yes, we are required to maintain up to date ID for all of our customers.
Sometimes our electronic verification system cannot read the document or your selfie you have uploaded and therefore we may request you to re-submit your verification. To help prevent this, please ensure you follow the instructions and guidance carefully.
The Bank’s policy is to have robust identification and verification systems in place, and this is the most effective way of fulfilling our regulatory and legal obligations. The Bank requires customers to provide documentation to be able to review the content.
If successful, you will only be required to provide your ID once. If your upload is unsuccessful, then you will receive a request to submit again. You will also receive a reminder email to complete the ID submission If you don’t complete the request.
Banks are required to verify the identity of their customers. Jumio is efficient in combining both physical and electronic verification to mitigate fraud.
Our current processes are in line with Financial Conduct Authority (FCA) requirements and Jumio is used as a verification tool by a wide range of FCA approved firms.
Yes, customers can provide us with a copy of the following:
A certified copy of valid photo ID i.e Passport, Driving Licence or National Identity card
A certified copy or an original proof of permanent residential address
This can be posted to us to us at the following address:
Cynergy Bank Limited
PO Box 80030
London
EC4P 4NG
Any document you send must be valid, not expired and include the full name and address details that match your application. The same document cannot be used to verify both your identity and address.
PO Box addresses, mobile phone bills and printed online statements are not acceptable address identification documents.
The following documents can be accepted in instances where a passport or driving licence cannot be used.We can accept one of the following if you are a UK Resident.
Current Benefits Agency letter (evidence of entitlement to a state or local authority funded benefit (including housing benefit and council tax benefit), tax credit, pension, educational or another grant
HMRC tax notification dated within 12 months
Home Office immigration status document or application registration card