Lender unable to confirm identity

SJE89

Everything has been going really well and we've had a mortgage adviser to help us with getting our first mortgage and we've had a good offer from a lender.
The adviser has had all our proof of identity documents through and obtained our credit files, electoral details etc.
The lender has come back to say they have been unable to verify our identity, but that's all they can tell us.
Not sure what may be the reason as we've checked all our credit files and addresses with financial accounts and all are correct and up to date.
We've never had any name changes or anything.
Has anyone experienced this before? And how did you solve it?

ACG

What has your broker said?

A lender does not just come back and say they can not verify your identity. There is usually either:
1) We can not proceed or,
2) Can you get x, y, z. 

Is it your ID they have not been able to verify or that you live at your address? ID is easily overcome with... well, ID. Proof of address is usually overcome with a council tax bill or utility bill. 

dunstonh

The lender has come back to say they have been unable to verify our identity, but that's all they can tell us.

Come back to whom?  you or the broker?

With broker applications, communications are normally via the broker.   The broker then can sort issues, often without you even knowing there was an issue or come to you with a bit more detail if something is required.

Has anyone experienced this before? And how did you solve it?

It may be that tried an electronic check and that failed.  (house names, not on electoral roll, houses with a letter as well as number are often failures as can address conflicts - same address on file multiple times with one record having obsolete info).

As ACG says above, what does your broker say?

This is why you have a broker.

SJE89

So I have spoken to the broker this afternoon. Experian has a gap in my address history. No other CRA has it so not sure why they do but I have had issues with Experian in the past having incorrect information on my file which I have had to report and have corrected. The broker said that they have provided the explanation to the lender and all the details from the other CRAs which marries up and they should have a response on Tuesday but said if that doesn’t come back positively they will move to another lender. They said they aren’t concerned and it’s something they encounter frequently in their job. But as this is my first time looking for a home it’s naturally concerning.