Email ID&V process MAP

A customer sends us an email

Yes

Is the Customer emailing in?

Is the customer emailing on the back of an email we sent

Yes

You do not need to clear ID&V

No

Yes

Does the email on Intercom match what we have on Kraken

You do not need to clear ID&V

No

Yes

No

Does the name in the email match the name on Kraken

Please use the below guide to service your customer

Yes

Asking

Providing

Is the customer providing us information or asking for information

Is the person emailing a user on the account?

Please click the button to service your customer

You can take any information from the customer

No

You cannot disclose anything.

We have sent the customer an email from their account, which contains their account number, email address and their full address. ID&V has been completed. If the email has been forwarded and the email address does not match what we have on Kraken follow the process as if the customer has NOT responded to an email we have sent

You can speak to the customer if the email address matches Kraken. If you do feel suspicious about the email or its contents then please ask the customer to provide. - Account number OR First line of the address and postcode - The customer full name or partial name - You can also confirm the customers PSR password if they have one. If the customer cannot provide this information Do not discuss or disclose any account information with the third party

Does the email contain: - Account number OR first line of the address including a post code. - The customers full name. and one of the following - PSR password if they have one - telephone number as recorded in kraken - email address as recorded in kraken - Payment method If the customer has not provided any of these or met the ID&V clearance please ask for the first two and then one of the above. If you are ever unsure you can always ask more questions If the customer cannot provide all the information Do not discuss or disclose any account information with the third party

Check in the email if the customer has provided - an account number OR first line of the address and postcode - The customers full name and ONE of the following in this order 1. If they have a PSR password ask them to provide it 2. Telephone number as recorded on Kraken 3. Email address as recorded in kraken 4. Payment method for the account If the customer cannot confirm the ID&V questions then Do not discuss or disclose any account information with the third party

Remember not to disclose or discuss anything regarding the account though. The customer can provide meter readings (you cannot disclose the new balance) If you spot that there is something wrong with the reading GDPR will need to be cleared. Make a payment ( you cannot ask for the amount of the balance or disclose the balance or previous payments) If at any point you feel like to you need to discuss the account, ALWAYS clear GDPR as per this guide.

Let the third party know that we are not authorised to disclose anything regarding the account and end the email conversation. Do not discuss or disclose any account information with the third party