Casework Skills Test Question 41 – Confirming identity after a customer changes surname
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Practice focus: Identity links, document verification and unnecessary delay
Difficulty: Easy
Scenario
An application uses a new surname, while the existing identity record uses the customer's previous surname. The date of birth and verified address match. The customer has uploaded a marriage certificate linking both names. Guidance says a valid certificate may establish the name change after the document is checked, and the previous name should remain recorded as part of the identity history.
Rate the actions
For each action, choose Counterproductive, Ineffective, Fairly Effective or Effective.
Action A
Check the certificate, record the former and current names in the identity history and continue the assessment once the link is confirmed.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action B
Reject the application because the surname does not match the existing identity record.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action C
Change the surname on the system using the application details and continue without checking the marriage certificate.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Action D
Hold the case and request another identity document in the new surname even if the marriage certificate proves valid.
Rate this action:
Counterproductive Ineffective Fairly Effective Effective
Click to reveal the answer
| Action | Correct rating |
|---|---|
| Action A | Effective |
| Action B | Counterproductive |
| Action C | Ineffective |
| Action D | Fairly Effective |
Members can unlock the full explanation for all four actions, including how evidence, fairness, confidentiality, customer impact and authority affect each rating.
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