InfoTrack eCos Onboarding being used by my solicitor

maxmycardagain

EssexHebridean said:

I'm not aware of Infotrack currently having any systems set up for handling client money, so I would be very surprised if funds went through it. 

The reason why a lot of firms are now going through third party organisations for the initial onboarding checks is that so much is now required, some of it specialist, and an awful lot of Professional Indemnity Insurers are now insisting things are done this way. It's not necessarily that firms would opt to do things that way if they had the choice about it! 

 And I guess, as with car insurance accident claims, another layer of admin fees for someone

YellavBourne

NottinghamMan said:

Moonraiker said:

I have found it to be an incredibly stressful experience for conveyancing. My wife had difficulties entering data that had been entered by me-information on source of funds was required even though I had provided this. Address entry wasn’t accepted and solicitor’s policy was not to start work on the conveyancing until the onboarding was complete. Hence an impasse—solicitor won’t proceed but onboarding system clearly flawed. It seems the requisite duty of care to clients has been sidelined in favour of intransigent rigid adherence to an inadequate deficient and lacking IT system. What does this say about the demise of the role of humans?

Yes it's horrendous, they using eCos to do their ID checks. Immnese stress, some notes here I sent solicitor yesterday.

2nd thing. I’ll do this time for you, but any others, we’ve known you 28 years, why cannot you & your firm of solicitors supersede this? We’ve done ID with you many times, you know who we are, should your word not be good enough in future to skip these ID checks if needed again?

3rd thing, I’ve done ID with Thirdfort before, surely they have not got to have our passports again? Where is there  provision for a returning customer?

This is driving many of us Landlords nuts.
In fact, I’m looking on the app now, used twice last year, once with you at XXXX on XXXX 18 Nov says Completed. Why have we got to do again?
 2 screenshots enclosed which clearly show the date & we are still within 3 months of last one, why have we got to do any of the ID again?

I’ve got the Thirdfort app, it’s now telling me to download eCos Legal App, why another app?
It has a 2.3* review on Google Play, that says it all. We gonna’ struggle.

I’m now on the eCos app.

3rd screenshot enclosed telling me it's sending me code to another device. Who? Where?
Asking me if I want to set up Biometric authentication.
Can’t do it XXX, the eCos app telling me Move phone further away to get in frame.
Move closer.
Move out glare.
This is immensely stressful &time consuming.

It now wants bank statement, I’ve downloaded PDF as most companies want PDF, it now says only photo’s AAahh  F__ks sake. How the f__k do I do that on my phone when the statement is on my phone.

Why the f__k is it asking me if I have Utility bill at sale address?

That was f_cking horrendous XXX. I could email u a passport in 21 seconds.

Another screenshot enclosed of my words to the app.

I'm a conveyancer in a local firm (just 2 offices) and I completely understand your point of view as the client - as a returning client it must be frustrating to have to "verify ID" so often even after many years of acting.  My firm has been practising since the 1800's and you can imagine the long family connections we have that still use our services today.  Sadly, the SRA, legislation (the Money Laundering Regulations) and everything else we are required to keep up with require us to persist with ID verification.  When we get ID in from a client, we carry out an electronic check which searches against bank account names (not financial information, but the existence of a UK bank account) electoral roll information and all sorts of other information.  It then collates it into one document and provides a 'Compliant' or 'Non-compliant' result.  We have ultimate discretion if it is non-compliant, such as if it is an elderly client with no photo ID, it might come back an non-compliant but we can 'take a view'.
I hear what you say about having known the firm for 28 years, but the rules are very clear that if we have not seen ID within 1 year, we must ask again and it works on a rolling basis.
I note you say you are a landlord, and would assume that you will be selling and buying or remortgaging fairly often.  I think if you just view the ID as a means to an end, it will take the stress out of it.  It needs to be done, but don't blame the solicitor, as we could not care less about your ID or utility bill, it's about complying with legislation.  If we didn't do the checks, we'd all get prosecuted and there would be no one left to do your conveyancing.

NottinghamMan

YellavBourne said:

NottinghamMan said:

Moonraiker said:

I have found it to be an incredibly stressful experience for conveyancing. My wife had difficulties entering data that had been entered by me-information on source of funds was required even though I had provided this. Address entry wasn’t accepted and solicitor’s policy was not to start work on the conveyancing until the onboarding was complete. Hence an impasse—solicitor won’t proceed but onboarding system clearly flawed. It seems the requisite duty of care to clients has been sidelined in favour of intransigent rigid adherence to an inadequate deficient and lacking IT system. What does this say about the demise of the role of humans?

Yes it's horrendous, they using eCos to do their ID checks. Immnese stress, some notes here I sent solicitor yesterday.

2nd thing. I’ll do this time for you, but any others, we’ve known you 28 years, why cannot you & your firm of solicitors supersede this? We’ve done ID with you many times, you know who we are, should your word not be good enough in future to skip these ID checks if needed again?

3rd thing, I’ve done ID with Thirdfort before, surely they have not got to have our passports again? Where is there  provision for a returning customer?

This is driving many of us Landlords nuts.
In fact, I’m looking on the app now, used twice last year, once with you at XXXX on XXXX 18 Nov says Completed. Why have we got to do again?
 2 screenshots enclosed which clearly show the date & we are still within 3 months of last one, why have we got to do any of the ID again?

I’ve got the Thirdfort app, it’s now telling me to download eCos Legal App, why another app?
It has a 2.3* review on Google Play, that says it all. We gonna’ struggle.

I’m now on the eCos app.

3rd screenshot enclosed telling me it's sending me code to another device. Who? Where?
Asking me if I want to set up Biometric authentication.
Can’t do it XXX, the eCos app telling me Move phone further away to get in frame.
Move closer.
Move out glare.
This is immensely stressful &time consuming.

It now wants bank statement, I’ve downloaded PDF as most companies want PDF, it now says only photo’s AAahh  F__ks sake. How the f__k do I do that on my phone when the statement is on my phone.

Why the f__k is it asking me if I have Utility bill at sale address?

That was f_cking horrendous XXX. I could email u a passport in 21 seconds.

Another screenshot enclosed of my words to the app.

I'm a conveyancer in a local firm (just 2 offices) and I completely understand your point of view as the client - as a returning client it must be frustrating to have to "verify ID" so often even after many years of acting.  My firm has been practising since the 1800's and you can imagine the long family connections we have that still use our services today.  Sadly, the SRA, legislation (the Money Laundering Regulations) and everything else we are required to keep up with require us to persist with ID verification.  When we get ID in from a client, we carry out an electronic check which searches against bank account names (not financial information, but the existence of a UK bank account) electoral roll information and all sorts of other information.  It then collates it into one document and provides a 'Compliant' or 'Non-compliant' result.  We have ultimate discretion if it is non-compliant, such as if it is an elderly client with no photo ID, it might come back an non-compliant but we can 'take a view'.
I hear what you say about having known the firm for 28 years, but the rules are very clear that if we have not seen ID within 1 year, we must ask again and it works on a rolling basis.
I note you say you are a landlord, and would assume that you will be selling and buying or remortgaging fairly often.  I think if you just view the ID as a means to an end, it will take the stress out of it.  It needs to be done, but don't blame the solicitor, as we could not care less about your ID or utility bill, it's about complying with legislation.  If we didn't do the checks, we'd all get prosecuted and there would be no one left to do your conveyancing.

Good words thank you. I'll try to not moan at solicitor.

Deniseconfused

I did mine on Weds night. Its easy if you have all the details and documents to hand.