A request for identity documents can be a legitimate account check; it does not, by itself, explain whether a delay is justified. Check which company holds your account, what information is outstanding and which stage is waiting. Initial verification, an updated account review and approval of a withdrawal are different steps.
This guide explains the documents and timing questions to ask. For a pending payment, use the stage-by-stage withdrawal guide or build a withdrawal checklist.
Why brokers verify you
Customer due diligence includes establishing who the customer is. For firms within its scope, the FCA's Financial Crime Guide explains identity checks and ongoing monitoring. It also recognises electronic identification meeting reliability conditions. Not being asked to upload a paper document does not, on its own, show that no verification occurred.
Requirements depend on the account company and applicable rules. A group's licence elsewhere does not establish the rules for your account; see broker brand versus legal entity.
The information they may ask for
Ask which requirement each requested item satisfies, rather than assuming every account needs the same documents:
- Identity or address: which forms of evidence are accepted, and what date or validity requirements apply?
- Payment account: what evidence is needed to establish that the funding or receiving account belongs to you?
- Source of funds: which funds need explaining, and what evidence is accepted? The FCA distinguishes their origin, such as salary or sale proceeds, from the account used to transfer them.
- A rejected upload: which field, image or document requirement failed?
Follow the provider's confirmed upload instructions. Keep copies of the request, submission date and response. If you cannot supply a requested document, ask what alternative evidence it accepts. Avoid sending identity documents through a new contact's unsolicited link.
How long should verification take?
First identify the process and the rule that applies. A broker's service estimate, a legal condition for opening an account and a complaint-response period measure different things. Ask when the stated period starts and whether your documents have been received, accepted or still need correction.
UK example: HMRC's guidance on Regulation 30 says verification generally precedes the business relationship or transaction. Completion during establishment is a limited exception: it must be necessary to avoid interrupting normal business, involve little money-laundering or terrorist-financing risk, and finish as soon as practicable. This does not give every broker permission to wait until withdrawal.
Cyprus example: CySEC Circular C721 sets conditions for a limited deferred-verification route, including a 15-day limit from initial contact. That contact means acceptance of terms or the first deposit, whichever occurs first. The circular specifies termination and an immediate start to the refund process if verification is not completed, subject to its stated conditions and money-laundering exception. This is not a general withdrawal deadline or a promise that funds will reach a bank within 15 days.
For your account, save the relevant help-page wording and ask which stage its estimate covers. Do not transfer a timing rule from another company or jurisdiction.
Why checks can happen again
The FCA guidance calls for customer information to remain current and for further due diligence when earlier information is doubtful or inadequate. A repeated request does not, on its own, establish an intention to withhold payment.
Ask whether information is outdated, inconsistent, incomplete or being checked for a different purpose. Request confirmation of what has already been accepted and when to expect the next update.
You may not receive every detail of an internal review. The UK's National Crime Agency guidance identifies restrictions on disclosures that could tip someone off or prejudice an investigation. That does not establish whether a particular delay is justified. Keep a record of unanswered requests and missed updates.
If the issue remains unresolved
- Ask for a clear status in writing. Identify the request, submission dates, outstanding item and next expected update. The withdrawal guide includes a message template.
- Use the company's complaints process if needed. Explain what happened, when you raised it and the outcome you seek. Ask for acknowledgement and the applicable response timetable. A complaint-response period is not a permitted verification waiting time.
- Check the external complaint route for your account company. Eligibility depends on the company, service and complaint. Do not assume that a brand's UK presence gives an overseas account access to the UK ombudsman. Start with the entity checker and complaints guide.
For a scoped UK example, the FCA's complaints guidance generally requires a written outcome or explanation of the need for more time within eight weeks. Some payment-services complaints have different limits. An eligible complaint may be referred to the Financial Ombudsman Service after an unsatisfactory final response or when the applicable response period expires; the usual referral limit is six months from the final response. Check the scheme's current eligibility and time-limit rules for your case.
Sources and correction
The linked FCA, HMRC, CySEC and National Crime Agency material was read on 22 October 2026. UK and Cyprus examples are explicitly scoped; other account companies and jurisdictions may differ.
Correction, 22 October 2026: removed unsupported claims about how often document problems cause delays, what repeated requests prove, universal verification deadlines and complaint outcomes. Clarified that qualifying electronic identity checks can satisfy verification requirements.
Educational information, not personal financial or legal advice.