What do I need to do if I’ve been asked to verify my account?

There are instances where we may ask for additional information to verify your account. This page explains why we do this and what you’ll need to do. If you’re looking for a specific answer, you can jump to it by clicking on questions listed.

• What type of documents will I need to provide?
• Where do I send my documents?
• Why have I received a due diligence request?
• How does this affect my ongoing withdrawal?
• What’s the difference between source of wealth and source of funds?
• What happens if I don’t provide the information requested?

What type of documents will I need to provide?

The documents you’ll need to provide will depend on the source of your funds. Here are examples based on the type of information requested:

Where our request relates to the source of funds for a specific transaction, we’ll typically also require accompanying bank statements showing:

• The deposit of funds from the original source into your bank account
• Account activity showing the funds being retained up to and including the deposit into your AJ Bell account
• Any transfers of funds between accounts in the interim

We understand that you may not always have access to the exact documents requested.

Please provide any relevant information you do have available, and our team will review this on a case-by-case basis. We may contact you for further information if needed. The examples above are intended as guidance only and are not exhaustive.

Where do I send my documents?

Any documents requested can be sent to us via email or post. 

For email submissions:

• Documents must be clearly captured
• All four corners must be visible
• All information must be legible

Please send documents to: duediligence@ajbell.co.uk.

Why have I received a due diligence request?

We may contact customers for further information at different points, including when applying for an account, making a deposit, or requesting a withdrawal.

We may not always be able to explain the specific reason for a request, but these checks help us keep accounts secure, protect customers, and meet our regulatory obligations. They are part of our standard account review processes and can apply to any customer.

As an FCA-regulated provider, we’re required to understand who our customers are and, in some cases, to ask for information about the source of funds or source of wealth connected to an account or transaction.

How does this affect my ongoing withdrawal?

While we typically quote 1–3 working days for withdrawals, this timescale may be affected if further information is needed before we can complete the request.

We understand delays can be frustrating. Our team will review the information as quickly as possible and will provide updates where we can. The time needed can vary depending on the information provided and whether anything further is required.

What’s the difference between source of wealth and source of funds?

• Source of Funds - This explains where the money for a specific transaction has come from. Example: savings in a bank account, salary payments, or the sale of a property.
• Source of Wealth - This explains how customers built up their overall wealth over time.
  Example: long-term employment, running a business, inheritance, or investments.

What happens if I don’t provide the information requested?

If we don’t receive the information requested, we may be unable to complete certain account requests or continue providing particular services for your account. This may include temporarily restricting some account activity, including withdrawals, while we review the information available.

If you have any questions or need help providing documents, our team is here to help at duediligence@ajbell.co.uk.