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My client's address has been marked as unidentified - why?
My client's address has been marked as unidentified - why?
Tess Brown avatar
Written by Tess Brown
Updated this week

The Identity Check element of Engage helps verify a client’s proof of address without needing to collect documents like utility bills or bank statements upfront. Instead, the system automatically checks the client’s details against trusted databases.

When your client submits their address, Engage checks it against the following UK-based databases:

  • The Electoral Roll

  • Credit record agencies

  • The phone book

The system looks for 2 matches to provide you with concrete proof of address. In that eventuality, you will receive a “Clear” result. Otherwise we will flag this to you for further review.

In the majority of cases, clients pass this check successfully.

An “Unidentified” result means the system couldn’t verify the client’s address using the databases. This can happen for several reasons, such as:

  • The address entered doesn’t match the official postal format

  • The client has recently moved home

  • The client has opted out of public records

  • The client is not a UK resident

If you receive an “Unidentified” result, you can ask the client to upload a proof of address document (e.g. utility bill, bank statement, or official correspondence issued in the last 3 months).

If you believe this client should have successfully passed the check, or require further information, please get in touch.

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