TCM0134260 | Miscellaneous: C to D: incorrect personal information held on computer (Info)

Discrepancies can appear in a number of places. The three most likely are

• name of customer is clearly different to that expected

• name or NINO of a partner is clearly different to that expected

• a clear discrepancy between the name of the customer and account name on the banking details.

If there is a clear discrepancy between the personal details recorded on the computer and the information you are expecting to find, you

• mustn’t inform the customer of any discrepancies (if they don’t already know)

• mustn’t attempt to explain why the discrepancies have occurred

• mustn’t attempt to correct personal details held on the computer.

A clear discrepancy doesn’t include obvious errors that can be corrected - for example,

• differences in all names and post codes generated by apostrophes, hyphens and spaces - for example, O’Higgins or O Higgins

• obvious differences where a single letter has been mistyped or two letters have been transposed - for example,

• Armstrng = Armstrong

• Smdth = Smith

• Willasman = Williamson

• Androw = Andrew

• Nark = Mark.

In these cases, you must correct the information.

There are two Action Guides for this subject, select TCM0134280 and TCM0134300 to access them