1st touch Closures Transfers Withdrawals

Solicitors and Council (prior and post registration) may contact us to request funds from an account. They may request the account/all accounts to be closed, or they may just request funds to be transferred to another account, or they may wish to make a withdrawal in the form of a cheque. Furthermore, internal transfers may be requested,

i.e. funds to be transferred between the customer’s own accounts.

We can make payments to all UK Bank accounts and cheques will only be issued in pounds sterling. If a foreign payment is required we would need to issue an International Money Transfer (IMT) form.

• If all account accounts are to be closed and there are no products a full registration is not required. See and load the appropriate Closure Handoff note. Load a correspondence address only.

• If any accounts/products will remain open a full registration is required if this hasn’t been completed previously (refer to 1st Touch Registrations if required). See POA Notes and load the appropriate Closure Handoff note. Your letter should refer to the fact a closure or transfer has been requested and you have passed it to the appropriate department.
• We have passed on your request to our payments team regarding the transfer of funds and they shall be in contact with you separately once this is completed. We have passed on your request to our closure team and they shall be in contact with you separately once this is completed.
• If a request is made to close any accounts but some accounts remain open, consider whether the solicitor/council know about the remaining account(s). Potentially they may not know further accounts exist but they may also wish these to be closed.
• Check the Representatives letter for any other additional requests and action them. This can include statements, balances, certificates of interest – refer to the guides in folder. You may need to send a letter (even if registration is not required) to enclose the information, however if the request is minimal (i.e. just statements are required), you can order the statements and request the closure team to add a sentence in their letter to say the statements have been ordered. Your hand off email should include the sentence you wish the closures/payments team to add to their letter.

  Handoffs should be emailed to

  The subject should advise whether a Closure OR Transfer is required and also the RPA number, see below:

  Closure/Payment instructions MUST include:

  
  Bank transfer

• Bank account details where funds are to be transferred (6 digit sort code and 8 digit account number).

• Account Name

• Example

  Cheque request

• Cheque payee details

• Example: Do not hand off the case if any of the above is incomplete. It is your responsibility to obtain the information. For some information we can accept over a phone call. See below for what we can and can’t accept via a phone call.

  What we can accept via a phone call

• We can agree to make cheques payable to the donor if payment instructions previously given are incorrect.

• If the representative states an account should be closed but there are further accounts they may not be aware of we can accept an instruction verbally for all accounts to be closed.

• If a sort code and account number are provided but the account name is not confirmed we can take the account name verbally.

  What we cannot accept via a phone call

• We cannot take sort codes or account numbers over the phone.