Security Update
From time to time we review our internal and external security processes and procedures and assess how well we are protecting our clients.
When this is likely to impact you, our clients, we communicate this to you.
Any changes are designed to improve our security and therefore your data and plans.
These changes are around verifying identity.
With this in mind we have introduced a new process applicable when clients contact us via telephone or email, or when we use Teams.
Telephone verification
When you call us, before discussing personal, financial or investment related matters we will verify a minimum of three independent pieces of information. If clients fail the verification the telephone call will be ceased, and a call back arranged using contact details held on record. Approved data to verify includes:
- Full name (including middle name)
- Date of birth
- Address or postcode
- Policy number
- Amount paid and date last payment made to policy
Email instructions
We deem emails requesting withdrawals, changes to investments and changes to bank details as potentially high risk, as the clients email account may be compromised without their knowledge.
Instructions of this nature will only proceed with the following has taken place:
- A mandatory call back using known contact details has taken place
- The client has passed the telephone verification process; or
- The adviser has called the client via teams and knows the client to confirm it is them
Microsoft team verification
The level of verification required for Teams depends on whether we personally know you the client and whether the interaction is audio-only or video enabled.
Where we know you
- Video call: where the client is known and visible on a video call, and we are satisfied we are speaking to the correct person the meeting can proceed as normal
- Audio only: If the client is known but the call is audio, we will still need to complete the verification process before proceeding
Where we do not know you
- Video call: A Teams video call may be used as part of the verification process, but it does not replace the requirement to confirm identity. The must still verify a minimum of three independent pieces of information and follow the telephone verification process
- Audio call: The full telephone verification process must be completed
In this day and age with so many scams happening we believe it is vitally important that we put in place these sensible, common-sense checks. We trust you will be re-assured by this process improvement.
Miles Green
Practice Manager
FFM trading as Brooks Wealth