Problem solved

Your client won't send their passport.
Now what?

They're not being difficult. They're being sensible. Here's an alternative that works for both of you.

A man at his desk holding a passport and phone, hesitant about emailing it

You're not alone

This is the #1 frustration in onboarding.

The numbers back up what you already feel.

A clock on a dark wall - time lost chasing documents

47min

Average time lost chasing documents per client

A calendar with a date circled in red - days of delay

3-5days

Typical delay when clients resist document requests

Four people with arms crossed, resisting - clients who push back

1 in 4

Clients who push back on sending passport copies

Every firm deals with this.
The difference is what you do next.

Before you push back

Why your client is hesitating.

News headline about a major data breach exposing billions of records

The context

They're protecting themselves - not being difficult.

After years of data breach headlines, identity theft stories, and "your details were compromised" emails, people have learned to be careful with their documents.

Your client isn't questioning your trustworthiness. They're questioning whether their passport copy will still be secure in five years.

Alex - a calm IT contractor at his home-office desk

A typical client

Meet Alex.

IT contractor, early 40s, a new client

His previous employer had a data breach. His driving licence was in the leaked files. He spent six months dealing with fraudulent credit applications.

"I'm not trying to make your life difficult. I just don't want my passport sitting in someone's inbox or filing cabinet for years. Every company says they're secure until they're not."

Alex isn't unusual. He's sensible. And he's exactly the client you want to keep.

The solution

An alternative that works for both of you.

WhyAML

AML compliance - without the document.

WhyAML's Witness Model: your client verifies their identity through their existing Tier 2 regulated exchange account. No passport upload. No document storage. You get the same compliance certificate - they keep their peace of mind.

See how the Witness Model works

How it works - 3 steps

step

Link sent

Email or SMS

step

Account connected

Already verified - no new signup

step

Small transfer

Proves they control the account

No chasing. No awkward conversations.

The result

Everyone wins.

Your client gets their privacy. You get them onboarded. Everyone goes home early.

A calm client settled at his desk after verifying

Your client gets

Privacy respected.

No passport copy floating around
No document storage they can't control
Verification they complete themselves
Privacy respected, trust earned

A document being signed - onboarding complete

You get

Onboarding moves forward.

Compliance certificate (same as traditional)
No document chasing
No PII storage liability
Onboarding moves forward, client kept

What you'll hear next

What if they ask...

The three questions you'll get from your back office the moment you suggest this.

A phone with a verified wallet shield-check - opening a Tier 2 regulated exchange account

Q1 - Client side

What if my client doesn't have a Tier 2 regulated exchange account?

They can open one - it's free. A Tier 2 regulated exchange does the identity verification. Or use your traditional method for that client.

WhyAML compliance certificate showing Customer Due Diligence Satisfied

Q2 - Compliance

Will HMRC accept this?

Yes. WhyAML produces a Broker Compliance Certificate with full audit trail. We provide Technological Due Diligence (TDD) documentation for your Practice-Wide Risk Assessment - everything your Money Laundering Reporting Officer needs on file.