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.