First, don't be alarmed. When a document passes, it is confirmed as a successful pass. If a document fails, we may provide several possible reasons based on a comprehensive analysis. It's important to remain neutral and carefully evaluate the results of the assessment.
The steps your candidate goes through are as follows:
- The candidate is asked to complete the identity verification. If successful, the check is completed, and the candidate can proceed immediately.
- If the check fails for any reason, the candidate is given the opportunity to retry up to three times at no additional cost to you.
- If the check result is “Potential Suspected Document,” we will stop further retries and flag the document for your review..
Your steps to review the document:
- You will receive an email detailing the suspected reasons for failure along with any other possible issues. As usual, the email will contain a link to the candidate report with more information.
- The webpage candidate report will display a pink “Action Required” flag on the Identity or Right to Work check.
- Click on the flagged section to expand it and view more details.
- You will see a history of the candidate's submitted documents, along with the possible failure reasons. Download the images and review the results for further analysis.
- Decide whether to ask the candidate to retry the submission again, or proceed with a face-to-face inspection.
- If you identify a potential non-fraudulent reason for the document's failure on the images submitted—such as poor image quality or the document being partially covered—select the 'Ask candidate to resubmit' option. This will send a request for the candidate to try again. You may also wish to contact the candidate to explain why the check failed and offer guidance.
- If the reason for the document's failure is unclear and you suspect it may be fraudulent, we recommend conducting a face-to-face inspection. This is a more reliable method since it is significantly harder to falsify a physical document compared to a digital image.
- Please note that when you choose the face-to-face document check option, you will need to return to the report afterward to confirm the candidate’s name. Upon submission, the check will be marked as complete. If a DBS check is required, it will automatically begin once the name confirmation is entered.
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