account switching service - bacs

ACCOUNT SWITCHING SERVICE On-boarding Process

VERSION 3.0 | 31ST MARCH 2017


2 | VERSION 3.0 | 31ST MARCH 2017

CONTENTS

1 DOCUMENT INFORMATION 5

1.1 VERSION HISTORY 5

1.2 DOCUMENT REVIEWERS 5

1.3 COPYRIGHT STATEMENT 5

2 INTRODUCTION AND BACKGROUND 6

2.1 ABOUT THIS DOCUMENT 6

2.2 BACKGROUND TO THE CASS 6

2.3 PARTIAL SWITCH 6

2.4 ON-BOARDING PROCESS OVERVIEW 7

2.5 INDICATIVE TIMESCALES FOR ON-BOARDING 8

2.6 CONTACT POINTS DURING ON-BOARDING PROCESS 8

3 ACCOUNT SWITCHING PARTICIPATION 9

3.1 THE PARTICIPATION MODEL 9

3.2 ELIGIBILITY CRITERIA 9

3.3 QUALIFYING ACCOUNTS 10

4 ACCOUNT SWITCHING SETUP CONSIDERATIONS 11

4.1 ACCOUNT SWITCHING OPTIONS 11

4.2 PARTICIPANT SETUP 11

4.3 BUREAU MODEL 11

4.4 INPUT METHODS 12

4.4.1 MANUAL ENTRY 12

4.4.2 FILE BASED 12

4.5 OUTPUT METHODS 12

4.6 SERVICE USER NUMBERS AND ACCOUNT SWITCHING LICENCES 12



4.7 PARTICIPATING SORT CODES 13

4.8 CONTACTS 13

4.8.1 CONTACT SECURITY 13

4.9 BACS SCHEME MEMBER RELATIONSHIP 13

5 ON-BOARDING ACTIVITIES 15

5.1 AIMS 15

5.2 METHODOLOGY 15

5.3 CERTIFICATION CATEGORIES 15

6 DISCOVERY PHASE 16

6.1 OBJECTIVES 16

6.2 PREREQUISITES 16

6.3 PROCESS STEPS 16

6.4 OUTCOME(S) 17

7 DEFINITION AND PLANNING PHASE 18

7.1 OBJECTIVES 18



7.4 OUTCOME(S) 20

8 DESIGN, BUILD AND CERTIFICATION PHASE 21

8.1 OBJECTIVES 21



8.4 OUTCOME(S) 28

9 THE APPLICATION APPROVAL PHASE 29

9.1 OBJECTIVES 29





9.4 OUTCOME(S) 32

10 PRE GO-LIVE PHASE 33

10.1 OBJECTIVES 33



10.4 OUTCOME(S) 35

11 GO-LIVE PHASE 36

11.1 OBJECTIVES 36



11.4 OUTCOMES 36

12 APPENDIX 37

12.1 APPENDIX A – INDICATIVE ON-BOARDING TIMELINE 37

12.2 APPENDIX B – ACCOUNT SWITCHING SERVICE DOCUMENTATION 38

12.3 APPENDIX C – SHAREPOINT ACCESS FORM 39

12.4 APPENDIX D – CERTIFICATION SCENARIOS 40



1 DOCUMENT INFORMATION

1.1 VERSION HISTORY

VERSION DATE DESCRIPTION

0.1 17/04/13 Initial Draft

0.5 12/06/13 Updated with comments from Bacs and VocaLink

1.0 08/07/13 Updated all changes and comments (v1.0)

1.5 29/08/14 Updated following Wave 2 on-boarding

2.1 18/02/15 Updated and Rebranded

3.0 21/03/17 Re-formatted and process aligned, where possible, to the on-boarding process operated by other payment system operators (PSOs).Additional milestones during on-boarding phases included. Appendices updated to reflect current requirements.

1.2 DOCUMENT REVIEWERS

STAKEHOLDER ACTION STAKEHOLDER ACTION

David Mitchell P Keith Hutchison C

Tom Abrams C David Piper A

Neil Cannon C

John Dentry C

Action: P – Producer; C – Contributor; R – Reviewer; A - Authoriser; I - Information only

1.3 COPYRIGHT STATEMENT

All rights reserved.

The copyright in this document is owned by Bacs Payment Schemes Limited (short formed as Bacs). All material, concepts and ideas detailed in this document are confidential to Bacs. This document shall not be used, disclosed or copied in whole or in part for any purposes unless specifically approved by Bacs.



2 INTRODUCTION AND BACKGROUND

2.1 ABOUT THIS DOCUMENT

This document describes the on-boarding process that you will follow in order to join the Bacs Account Switching Service, as either a participant in the full Current Account Switch Service (CASS) or a Partial Only participant.

Where the distinction is required, the full Current Account Switch Service will be referred to as CASS.

2.2 BACKGROUND TO THE CASS

CASS launched in 2013 with the overall aim of increasing competition in the current account market by introducing a simple, reliable, stress-free way for a customer to switch their current account from one provider to another.

CASS is backed by an industry-wide guarantee which ensures that consumers, small charities and small businesses switching their current account can be clear and confident about the dates and timings of each action within the switch process.

The CASS brand (reinforced by the trustmark) offers a standard customer proposition for any institution looking to enter, or increase their share of the current account market.

CASS provides the following benefits:

Allows the customer to choose a switch date that works for them

Ensures the automatic transfer of all regular payment arrangements including Direct Debits, standing orders, and bill payment arrangements from the old account to the new account

Facilitates the transfer of the closing balance from the old account to the new account

Automatically redirects payments accidentally made to the old account for a minimum period of thirty six months and longer if required for any customers still impacted by redirections after thirty six months.

As part of the full switch process the account at the old bank will be closed and the balance transferred to the new account to ensure uninterrupted banking and a stress-free outcome.

2.3 PARTIAL SWITCH

A separate Partial switch process was developed and launched alongside the CASS.

The Partial switch process is intended to compliment CASS and offers support for additional account types that may not be eligible for CASS.

The Partial switch simply allows for the transfer of regular payment arrangements as agreed with the account holder and offers different benefits to CASS.



2.4 ON-BOARDING PROCESS OVERVIEW

The on-boarding process set out in this document is broken down into the following phases:

Discovery

During this phase you will build up your understanding of the Account Switching Service, and what it means to be a participant in the service. We will learn about your organisation, your activities, your current understanding of the Account Switching Service and start to jointly define the scope of on-boarding activities.

Definition and Planning

You will develop your business case, define your operating model and identify your own detailed requirements, as well as any limitations or dependencies that need to be overcome. A key aim of this phase is to develop and agree a comprehensive on-boarding project plan that covers all the tasks that must be completed (by you as well as us) before you can become an Account Switching Participant.

Design, Build and Certification

You will design, build and test your solution with the primary aim of ensuring that your solution complies with the technical and operation requirements of the Account Switching Service. This phase gives you an opportunity to undertake your own internal test activities and also provides you with the chance to refine your operational procedures, as well as conduct any training activities that may be required prior to go-live.

You will conduct certification testing on your solution at the end of this phase.

Application Approval Phase

This phase of the process focusses on the submission and assessment of your application and the execution of all legal and contractual agreements required to become an Account Switching Participant.

The attestation (code of conduct) process is included within the Application Approval Phase.

Pre Go-Live

This phase takes place following certification testing but prior to full live operation. During this phase you will work with the Infrastructure Service Provider (ISP) to complete the necessary set up and configuration activities to enable you to go live as an Account Switching Participant.

You will also provide details of operational scheme contacts, committee representatives, and ensure your internal teams and processes are in place to support live operation.

Go-Live

This phase covers your live implementation and any post live activities.

Some of the phases within this document may run in parallel and the actual sequence of the activities will be finalised during the Definition and Planning phase.



Each of the on-boarding phases is comprised of a number of steps, workshops and review checkpoints. The phases and associated activities are set out in the sections that follow.

Each phase includes objectives, pre-requisite activities, a table of process steps and outcomes. Items that are considered entry or exit criteria from a phase are marked as mandatory [M].

Figure 1 below explains how the tables of process steps are formatted and used.

(Figure 1)

REFERENCE SHORT NAME DESCRIPTION ACTIVITY OWNER

2.5 INDICATIVE TIMESCALES FOR ON-BOARDING

There will usually be up to two on-boarding windows per year for joining the Service. On-boarding windows are typically scheduled around May and November go-live dates. Actual dates are dependent on a number of factors and will normally be provided following the acceptance of the application.

An indicative timeline showing on-boarding activities is available in Appendix A. In certain circumstances it may be possible to compress the on-boarding timeline and any participant thinking about doing so must discuss their requirements with Bacs to work out if it is feasible. Bacs will advise whether or not a compressed timeframe is achievable based on our experience in such matters and the individual requirements in each case.

2.6 CONTACT POINTS DURING ON-BOARDING PROCESS

There are a number of different contact points during the on-boarding process.

[email protected] for any initial queries.

An Account Switching On-boarding Lead will subsequently be assigned by Bacs and will be the point of contact relating to the different phases of the on-boarding process.

Your chosen public key infrastructure (PKI) provider and Bacs scheme member for any queries relating to provision of smartcards, reference data set-up, or allocation of service user numbers.

Used to link steps to the template plan

The task name that appears in the template plan

A description of the activity / task.

You is used to identify the activities that your organisation is responsible for. Us is used to identify activities that Bacs is responsible for. Other organisations involved in the process are referenced directly.

mailto:[email protected]



3 ACCOUNT SWITCHING PARTICIPATION This section describes the account switching participation model, key eligibility criteria, and participation requirements of the Account Switching Service.

3.1 THE PARTICIPATION MODEL

The participation model for the Account Switching Service is different from the participation model that applies to the Bacs payment schemes and does not recognise the concept of indirect, sponsored participation.

The participation model that applies to the Account Switching Service means that all applicants will enter in to agreement directly with us – Bacs Payments Schemes Limited (BPSL).

An applicant will need to have an arrangement in place with a Bacs scheme member; however this is limited to sourcing the provision of PKI, service user number or numbers (SUN), and reference data set up and registration activities.

3.2 ELIGIBILITY CRITERIA

The eligibility criteria for the Account Switching Service are defined in the Guide and Rules to the Bacs Account Switching Service.

All applicants wishing to join the Account Switching Service must be able to meet the eligibility criteria below.

CRITERIA FULL (CURRENT ACCOUNT SWITCH SERVICE)

PARTIAL

Carry out business and operate an office within the European Economic Area.

Yes Yes

Have the ability to comply on a continuous basis with the technical and operational service definition (the Account Switching Service Definition), and have a PKI solution place (from a Bacs scheme member).

Yes Yes

Pay the agreed charges for usage of the service and any other transactional based costs that may apply upon request.

Yes Yes

At all times, agree to be bound by the Guide and Rules to the Account Switching Service.

Yes Yes

Be able to send and receive CHAPS and / or Faster Payments - this may be through an Agency Agreement.

Yes Yes

Have a process in place to make the pay / no pay decision on redirected “account switched” cheques that are drawn on the customer’s old current account(s) before they switched.

Yes No

Comply with existing UK regulatory requirements. The Account Switching Service does not guarantee regulatory compliance and this is therefore a matter for each individual participant.

Yes Yes

Offer, or be about to launch, current accounts.. Yes No

Supports a wider set of account types and customer segments than the full service

No Yes



3.3 QUALIFYING ACCOUNTS

In addition to fulfilling the eligibility criteria listed above, financial institutions intending to offer CASS must provide, or be about to launch, a sterling current account for customers that are one of the following:

A consumer (including basic and children’s accounts)

A Small Medium Enterprise (SME) with an annual turnover that does not exceed £6.5 million and employs fewer than 50 people. (This definition comes from the banking reform proposals for ring-fencing and it meets the 99% SME threshold requirement in the 2014 Chancellor’s Autumn Statement as validated by government produced statistics)

A small charity with an annual income of less than £6.5 million

A small trust with a net asset value of less than £6.5 million

Partial switches offer support for a wider range of account types, including large corporate accounts.



4 ACCOUNT SWITCHING SETUP CONSIDERATIONS This section provides high level details of some of the items a potential applicant should consider when planning to join the Account Switching Service.

4.1 ACCOUNT SWITCHING OPTIONS

An institution applying to join the Account Switching Service can choose to do so as either:

A full CASS participant offering customers both full and partial switches

A Partial Only participant offering partial switches only

The table below highlights some of the main differences between full and partial switches.

SERVICE FUNCTION FULL SWITCH (CASS) PARTIAL SWITCH

Transfer all payment arrangements Yes (Mandated) Yes (Possible)

Transfer selected payment arrangements

No (Not possible) Yes (As required)

Automated transfer of closing balance

Yes (Mandated) No (Not possible)

Automated closure of old account Yes (Mandated) No (Not possible)

Transaction redirection and forwarding

Yes (Mandated) No (Not possible)

Due to the enhanced customer proposition offered by CASS, it is strongly recommended that all applicants offering eligible accounts consider full participation in CASS.

Participants that offer partial switches only cannot offer the Current Account Switch Guarantee or display the CASS brand / Guarantee Trustmark.

4.2 PARTICIPANT SETUP

Participants are registered to use the live service by Bacs scheme members. A participant is registered as a service user identified by a service user number (SUN). A participant may have more than one service user (and therefore more than one service user number), for example, where they have multiple brands.

4.3 BUREAU MODEL

The Account Switching Service supports a bureau model, where a third-party can manage the transfer process (or selected aspects of the process) on behalf of a participant.

A bureau is registered in Bacs reference data and the association between the bureau and a financial organisation is set in reference data against the participant’s service user. If more information regarding Bacs reference data is required please ask us.



4.4 INPUT METHODS

Participants can use any combination of the following methods to initiate switch requests and respond to switch messages.

4.4.1 MANUAL ENTRY

Participants use web-based forms on the Bacs Payment Services Website (PSW) to initiate switch requests and respond to switch messages identified in a work list.

The manual entry facility is supported by an approval function.

4.4.2 FILE BASED

Participants can submit Extensible Markup Language (XML) files containing one or more switch messages. Files can be uploaded using the PSW or submitted using the Enhanced Transmission Service (ETS) or SwiftNet Transmission Service (STS) bulk channels.

4.5 OUTPUT METHODS

All participants can view (and respond to) switch events using the PSW. All participants can also receive a file that contains their output. The frequency and channel used for output files is determined in the reference data setup for the participant.

Output files are available through one of the following channels:

PSW file download

ETS or STS

Output files that are sent over ETS or STS also contain details of technical errors for any rejected input messages that were sent over ETS or STS. These should be acted upon in case there is a ‘downstream’ impact on the customer.

4.6 SERVICE USER NUMBERS AND ACCOUNT SWITCHING LICENCES

A service user is identified by a unique six digit service user number (SUN). To use the Account Switching Service, financial organisations are registered in Bacs reference data as service users with an account switching licence.

Each bank code with their own dedicated sorting codes that will participate in the Account Switching Service must be registered as a separate service user. Each bank code can only be associated to one service user; a service user can only have one bank code associated to it.

The service user can be allocated a ‘full’ licence which enables them to execute full and partial switches, or a ‘partial only’ licence which enables them to carry out partial switches only.

It is important that the service user is allocated the correct licence. A partial licence can subsequently be upgraded to a full licence, but it is not possible to downgrade a licence.

An account switching licence is also used to specify the input / output channel for account switching messages and various other parameters.



4.7 PARTICIPATING SORT CODES

To use the Account Switching Service, both the new and old sort codes must participate in the Service. Sort codes may support full and partial switches, partial switches only, or be excluded from using the Account Switching Service.

An account switching flag on a sort code is automatically set based on the ‘full and partial criteria’ or the ‘partial-only criteria’. The sort code criteria are shown in the table below.

ATTRIBUTE FULL AND PARTIAL CRITERIA PARTIAL ONLY CRITERIA

Sort code owner Has a service user with a full switch licence

Has a service user with a partial licence

Bacs credits and debits Are enabled for the sort code Are enabled for the sort code

Faster Payments / CHAPS CHAPS and / or Faster Payments are enabled for the sort code

Not required to use this service

4.8 CONTACTS

To perform any services on behalf of a service user a person must be set up as a ‘Contact’. ‘Contacts’ are given security methods and privileges to allow them to perform functions for their service user.

A ‘Contact’ must be linked to at least one service user. To perform account switching functions a ‘Contact’ must be linked to a service user with an account switching licence.

4.8.1 CONTACT SECURITY

For the Account Switching Service, ‘Contact’ access for key functions is controlled using PKI security protocols, which requires the issue of smartcards when it is a person that needs access to the Service.

The smartcard is used to log on and perform actions on the Service. When a ‘Contact’ receives a smartcard, it must be registered against their ‘Contact’ profile.

When a ‘Contact’ is registered with PKI security an email is sent to the ‘Contact’. The ‘Contact’ needs to follow the link in the email to register their smartcard.

4.9 BACS SCHEME MEMBER RELATIONSHIP

Bacs scheme members are responsible for registering and maintaining service users in reference data and for issuing smartcards / PKI certificates for use with the PSW and channels such as ETS or STS.

The Bacs scheme member does not have access to any functions or information relating to the applicant participant / Account Switch service user.

In order to access the Account Switching Service a participant will therefore be required to make arrangements with a PKI provider of their choice.

Bacs will liaise with the participant and the PKI provider to ensure that:

a) The PKI provider is aware that the participant has met the Bacs eligibility criteria and that the application has been accepted, and



b) The participant has put in place the necessary arrangements with the PKI provider selected.

For the above reasons, a participant must provide Bacs with details of their chosen PKI provider, including the provider’s name, the personal contact and alternate contact details.



5 ON-BOARDING ACTIVITIES The remainder of this document is used to set out the phases and steps that you will follow to become a Participant of the Account Switching Service.

5.1 AIMS

The overall aim of this process is to make it as simple as possible for you to demonstrate that you are able to meet your obligations as an Account Switching Service Participant and provide you with the guidance and support you need to achieve this aim.

In developing this on-boarding process we have recognised that the key objective is “to protect the Account Switching Service” not “prove the solution”, and this is reflected in the certification approach.

As you progress through the phases of this on-boarding process you will complete all the activities required to demonstrate that you comply with (and can be expected to continue to comply with) the technical requirements and eligibility criteria set out fully in the Guide and Rules to the Account Switching Service.

5.2 METHODOLOGY

The on-boarding process uses a mixture of approaches to assess and ensure compliance with the technical requirements and eligibility criteria. The approaches used are:

Assessment of your application;

Formal certification testing of your systems and processes;

Formal attestation requiring self-certification against a range of compliance statements;

Operational meetings, training, and gateway reviews;

Execution of the Account Switching Service Participation Agreement.

Other aspects of the process are intended to provide support and assist with your preparations for live participation in the Account Switching Service.

5.3 CERTIFICATION CATEGORIES

The Account Switching Service On-boarding Process includes the following activities that need to be certified by Bacs before you can become a live participant in the service:

Meet the current eligibility criteria for participation in the service [ONB25]

Participation Agreement [ONB26]

Customer user experience including compliance with Current Account Switch Service Brand Guidelines [ONB14;ONB30]

Operational processes and procedures [ONB14;ONB30]

Demonstration of solution compliance and capability through execution of specific certification scenarios and data conditions [ONB13;ONB24]

Staff training and communications plans [ONB14;ONB30]

Account Switching Code of Conduct [ONB28;ONB29]



6 DISCOVERY PHASE

6.1 OBJECTIVES

Discovery is an important phase in the on-boarding process.

During this phase you will start to build up your understanding of the Account Switching Service, and what it means to be a participant in the service.

The Bacs website is a key source of information during this phase and provides links to a number of useful documents. To obtain access to all relevant documentation you will need to sign a non-disclosure agreement (NDA) with Bacs. The Account Switching NDA is available to be downloaded from the Bacs website and should be completed and forwarded to ‘The Bacs Account Switching Admissions Officer’.

We recommend that you start by reviewing the Account Switching Service On-boarding Process (this document), the Account Switching Service Definition (part 1 in particular provides a service overview) and the Guide and Rules to the Bacs Account Switching Service.

Most of the tasks in this phase can be completed without our direct involvement, but if you do wish to move beyond this phase you must attend the Discovery Workshop (see ONB5 below).

We will use this phase to learn about your organisation, your activities, your current understanding of the Account Switching Service, and to start to jointly define the scope of on-boarding activities.

6.2 PREREQUISITES

There are no pre-requisites for this phase but it is expected that you:

Comply with, or are working towards complying with, the eligibility criteria set out in the Rules.

6.3 PROCESS STEPS REFERENCE SHORT NAME DESCRIPTION ACTIVITY

OWNER(S)

ONB1 Submit NDA The Account Switching NDA is available to be downloaded from the Bacs website and should be completed and forwarded to ‘The Bacs Account Switching Admissions Officer’.

You

ONB2 Review Service Definition, Guide and Rules & On-boarding Process

Review Account Switching Service On-boarding Process, the Account Switching Service Definition and the Guide and Rules to the Account Switching Service to familiarise yourself with the service requirements and on-boarding process. A list of Account Switching Service documentation is available in Appendix B.

You

ONB3 Explore Route to Eligibility

If you do not currently meet the eligibility criteria you should explore the activities, timescales, and potential costs associated with meeting these criteria.

You



REFERENCE SHORT NAME DESCRIPTION ACTIVITY OWNER(S)

ONB4 Engage Bacs Once you have completed the steps above, and decided that you want to be an Account Switching Participant, you should contact Bacs to request a Discovery Workshop.

You

ONB5 Account Switching Discovery Workshop

Duration:

0.5 day

We will respond to your enquiry within 2 weeks of receipt to schedule a Discovery Workshop. The Discovery Workshop will be used to:

Establish key points of contact;

Explain the Account Switching Service and answer your questions;

Understand your business and proposed operating model;

Identify key considerations and pre-requisite activities;

Share learnings from previous on-boarding projects;

Run through our template plan and outline typical on-boarding timescales; and,

Agree next steps.

You & Us

ONB6 Confirm Intent Following the workshop your project sponsor (or equivalent) will provide written confirmation (via email) that you wish to proceed.

(Note this does not constitute your formal application)

You

6.4 OUTCOME(S)

At the end of the Discovery Phase it is expected that you will have a good understanding of the Account Switching Service and the service requirements.

You will also have identified a preferred operating model and understand the on-boarding process, including your responsibilities, and the possible timescales.

You must have:

Submitted an Account Switching Service NDA [M]

Attended the Discovery Workshop with Bacs [M]; and,

Provided Bacs with written confirmation that you wish to proceed (or exit the process) [M].

At the end of this phase we will be in a position to confirm your application and progress your on-boarding request through the initiation of a formal on-boarding project.



7 DEFINITION AND PLANNING PHASE

7.1 OBJECTIVES

During this phase of the process you will continue to build on your understanding of the technical and operational requirements of the Account Switching Service.

You will also develop your business case, define your operating model, and identify your own detailed requirements, as well as any limitations or dependencies that need to be overcome before you can become an Account Switching Participant.

A key aim of this phase is to develop and agree a comprehensive on-boarding project plan that covers all the tasks that must be completed (by you as well as us) before you can become an Account Switching Participant. As a minimum, the plan will must include input from Bacs.

At the end of this phase you will have a plan that covers your internal development activities and also includes all the remaining on-boarding activities set out in this document.

7.2 PREREQUISITES

Before moving to this phase it is expected that you will have decided that Account Switching participation is right for you and have received internal ‘sign off’ from your project sponsor.

You must have:

Submitted an Account Switching Service NDA [M]; and,

Engaged with us and participated in the Account Switching Discovery Workshop [M].

7.3 PROCESS STEPSREFERENCE SHORT NAME DESCRIPTION ACTIVITY

OWNER(S)

ONB7 Grant SharePoint Access

Once we have received and accepted the NDA (ONB1) and Application Form (ONB25) we will ask you to complete a SharePoint Application Form (see Appendix C).

A dedicated SharePoint repository will be used to share documentation with you securely over the course of the on-boarding project.

You will also be allocated a dedicated on-boarding named contact within Bacs at this stage to support you through the on-boarding process.

You and Us

ONB8 Schedule Planning Workshop

When you are ready (following a review of all relevant documentation) you should contact your dedicated Account Switching on-boarding contact to schedule an initial planning workshop.

You and Us




ONB9 Attend Planning Workshop

Duration:

0.5 – 1 day(s)

The workshop provides you with an opportunity to describe your planned operating model and walk us through your draft project plan.

It also allows you to show us how you will comply with the Account Switching Service eligibility criteria.

The planning workshop will cover:

2. Remaining on-boarding activities;

3. Planned delivery of technical requirements;

4. Your target test and certification dates;

5. Your target go live dates;

6. The approach to Account Switching attestation;

7. Participant and external communications;

8. The status of your banking licence application (if applicable).

In some cases, more than one planning workshop will be required to develop a detailed plan.

Participants typically need the support of resource from a number of different areas throughout the course of on-boarding including:

Legal;

Risk and Compliance;

Technical;

Marketing and Communications; and,

Business Users.

You and Us

ONB10 Submit Project Plan

Once agreed, you will submit your plan to your dedicated Account Switching on-boarding contact.

The plan will be used as the basis for is to formally engage the ISP and to track progress for the remainder of the on-boarding process.

You

ONB11 Engage ISP We will raise an On-boarding Change Request (CR) with the ISP.

This will include details of your specific support requirements, preferred operating model, and planned

Us




test and go-live dates.

ONB12 Schedule Regular Updates

Your dedicated on-boarding contact will schedule regular update and gateway / checkpoint meetings with you.

Us

7.4 OUTCOME(S)

At the end of the Definition and Planning Phase it is expected that you will have defined your requirements and understand all activities required to meet the eligibility criteria and become an Account Switching Participant.

You must have:

Attended the planning workshop and submitted an agreed on-boarding project plan [M];

We will have a clear understanding of your proposed operating model and how and when you will demonstrate that you meet the eligibility criteria for becoming an Account Switching participant.



8 DESIGN, BUILD AND CERTIFICATION PHASE

8.1 OBJECTIVES

During this phase you will design, build and test your solution with the primary aim of ensuring that your solution complies with the technical and operation requirements of the Account Switching Service.

This phase gives you an opportunity to undertake your own internal test activities with a test instance of the Account Switching Service and also provides you with the chance to refine your operational procedures, as well as conduct any training activities that may be required prior to go-live.

Towards the end of this phase you will undertake an agreed set of certification test activities with the Account Switching Service. These certification tests are monitored by the ISP and are intended to prove that your solution meets the technical and operational requirements of the Account Switching Service. Final approval to go-live always lies within our discretion (not the ISP) where it will not be unreasonably withheld.

Certification test activities must be executed against the technical solution and operation procedures that you intend to deploy when you go-live.

8.2 PREREQUISITES

Before moving to this phase you must have:

Attended the planning workshop and submitted an agreed on-boarding project plan [M];

8.3 PROCESS STEPS REFERENCE SHORT NAME DESCRIPTION ACTIVITY

OWNER

ONB13 Technical Development Activities

You will undertake the detailed design, build and testing activities required to deliver your solution. From our perspective some of the key activities in this phase are:

The development or procurement of an appropriate channel interface (used to deliver input to, and receive output from, the Account Switching Service);

The development or procurement of a compliant (Trust Service) PKI solution;

Development of report collection interfaces or processes; and,

The channel to be used for exchanging messages with the Central Service (ISP) is one of your key decisions.

It is possible for you to use a combination of channels to improve efficiency or allow for greater flexibility. For example, you may choose to use file upload to submit some messages and manual

You




entry for others.

When choosing the channel interface you should understand the different levels of complexity associated with each channel and the impact this will have on their internal development and testing requirements.

If you are using the file upload / download function of the PSW, as well as those intending to utilise a bulk channel such as ETS or STS you will need to undertake internal development work so that outbound files can be created and inbound files can be processed by back office systems.

You may also need to undertake other development work in order to comply with the requirements of the service, for example, to create internal workflow management systems or interfaces with other payment schemes.

When submitting XML messages via any channel you must ensure that messages are compliant with the Account Switching – Message Implementation Guide (MIG) and ASSD.

An XML Message Validation Tool (MVT) is provided by the ISP and can be used to assist in the development and validation of your XML messages. This tool will be provided for (up to) a six month period during the on-boarding process.

If you do not already use ETS or STS, then a separate certification process will be required by the ISP, before the channel can be used for the Account Switching Service for testing and certification purposes.

ONB14 Other Internal Development Activities

You will undertake other internal development activities. From our perspective some of the key activities in this phase are:

Development of processes to create input and process output from the Account Switching Service;

Development of operational processes and training material to support your participation. Processes developed by banks offering CASS, must enable them to meet the 7 working day switch timeline. You will also require processes for activities that are performed outside of the Service such as sending the required payment immediately the account balance is notified in the relevant CASS message or when other payments need to be made between old and new bank. These processes may include making direct payments from or to yourselves, or may require your payment systems sponsor to handle the payment process for you with the appropriate interface with yourselves a matter for you to resolve directly with them. Note: The Account Switching Service User Guide provides

You




information relating to use of the PSW for managing tasks and generating reports and is essential for developing effective processes where a manual or XML file upload / download solution will be used.

Development of Customer Journey and customer facing collateral in line with the Current Account Switch Service Brand Guidelines. If you are developing a mobile or online only customer offering you will be required to provide us with details about how you intend to support customers through the (CASS) application process without the support of branch/call centre staff.

Internal development activities are based on delivering the detailed requirements defined during the Definition and Planning phase.

ONB15 Training As part of the on-boarding process you should utilise the Account Switching User Experience Model (UEM) to become familiar with the use of the PSW to initiate and respond to account switch messages and manage switch related tasks.

An account switching training workshop will also be delivered by us. The workshop will include a focus on the key service requirements and walkthrough of the UEM.

It is recommended that these training activities take place in advance of formal testing to enable you to apply the knowledge in practice.

You and Us

ONB16 Technical Workshop

If you are intending to submit files via the PSW or via the ETS or STS interfaces, the ISP will provide a one-day Technical Workshop. The workshop is mandatory if you are intending to submit XML files.

The ISP is also able to provide you with additional technical consultation services if required, however such services are out of scope of the on-boarding process and must be agreed directly between the participant and ISP.

Any costs associated with this additional support agreed with the ISP will be paid by you.

You, Us and ISP

ONB17 Account Switching Solution Walkthrough

The solution walkthrough should take place no later than eighteen weeks prior to the planned go-live window and the actual date should have been agreed during the initial planning meeting.

You, Us and ISP (optional)




The walkthrough will be led by you and attended by representatives from ourselves.

The format of the walkthrough will be a face-to-face meeting which can be arranged at our offices or your preferred location.

As part of the walkthrough it is expected that you will provide the following items:

Details of planned integration with the Account Switching Central Service

o Internal workflow tool o Interaction with payment processing functions

Completed New Participant Traceability Matrix

Details of planned technical changes and / or procedural changes needed to meet the requirements of the Service

Details of any planned internal test or proving activities including a high level test plan

Details of planned training activities needed to meet the requirements of the Service

Details of planned customer facing material or changes to external communications

Estimated monthly switch volumes

The walkthrough also serves as a progress checkpoint and gives you the opportunity to raise outstanding queries relating to the service or concerns around internal progress.

ONB18 Certification scenarios

You will need to demonstrate compliance with the requirements of the Account Switching Service via the execution of a number of defined switch scenarios with an allocated ‘dummy’ bank. We will provide the scenarios to you in advance of you receiving access to the test environment.

A list of the certification scenarios along with a brief description can be found in Appendix D.

You and Us

ONB19 Test setup activities

The ISP will carry out registration activities in the test environment and will assign service user numbers (SUNs). The SUNs used in the test environment may be different to the SUNs that are issued for the live operation. Please note that if a different SUN is used for testing any delay in obtaining the live SUN may impact your planned launch.

The ISP will carry out the necessary set up steps to enable you to access the certification test environment. This will be based on information you provide on a setup questionnaire template

You and ISP




including your Bank Code, Service User Number (this will ideally mirror the SUN that will be used in the live environment), Sort Code/s and Contacts.

You will need to ensure that you have developed your channel interface, have a Bacs compliant trust service in place, and have sufficient PKI cards and certificates in place to allow set up activities and undertake testing.

When defining reference data requirements you should consider:

How many ‘Contacts’ require access to the PSW and what privileges they require

How many service users are required - Participation in the Service requires use of a minimum of one service user with an account switching licence)

What licence settings are required for the service user, for example, full and partial switches supported, partial only switches supported and other details such as message output thresholds.

ONB20 Participant defines requirements with PKI provider

Where applicable, you must liaise with your chosen PKI provider who will be responsible for reference data setup activities in the live environment and for issuing test and production smartcards for use with the Service.

Each individual (‘Contact’) that requires access to the PSW (to perform a function that needs PKI security) must be issued with their own smartcard.

Smartcards cannot be shared between individuals and you must ensure that you have sufficient smartcards to meet your business needs.

To be issued with a smartcard, individuals (‘Contacts’)have to complete an application form and sign the PKI provider’s terms and conditions however the PKI provider will provide details of their specific process. You should note:

Separate smartcards are required for the Design, Build and Certification Phase. These smartcards, referred to as test smartcards, are issued by the PKI provider’s test or pre-production certificate authority, rather than the live certificate authority.

You require a minimum of 4 smartcards for use in the test environment.

You must ensure that you understand the lead times involved in having smartcards issued. These are confirmed by your selected PKI provider and can be up to 8 weeks. It is essential that test smartcards are issued in time for Connectivity Testing (see ONB24) and

You and PKI provider




that live smartcards are issued in time for the Pre Go-Live Phase.

You must make provisions for the proper management of smartcards, such as secure storage facilities and processes to cancel smartcards that are lost or compromised.

You must arrange a 3-way call with us and your chosen PKI provider a minimum of 8 weeks prior to Central Service Connectivity (see ONB24).

To access the PSW using smartcards, a computer must have:

Smartcard reader attached. In some cases may be provided by your selected Bacs (payment scheme) member and they will let you know any requirements for the reader.

Signing software installed on the computer that is used to access the website. The signing software is usually supplied along with smartcards.

ONB21 Test Readiness Review

Duration:

2 hours

This is a checkpoint review meeting to confirm you are ready to conduct test activities with the ISP.

This checkpoint provides you with an opportunity to declare the planned scope of the test activities you will carry out during the formal testing period.

It is recommended you use a test traceability matrix or equivalent to ensure adequate coverage.

You will also be asked to declare any known issues or constraints that may impact your ability to complete certification test activities.

You and Us

ONB22 Connectivity Testing

Duration:

1 week

Connectivity to the test environment is supported by the ISP.

Prior to this step it is crucial that you have received smartcards for your test service user and the allocated ‘dummy bank’ (used for test activities and for execution of certification scenarios) from their chosen PKI provider.

You must also have confirmed the reference data setup required and supplied details of the contacts to the ISP.

During the connectivity step you will be required to complete the connectivity test scenarios defined by the ISP who will notify us upon successful completion. The connectivity test typically requires you to complete the steps below for each of their

You and ISP




registered contacts:

Login to PSW as a contact for the main Bank

Initiate a switch to the Dummy Bank

Login to PSW as a contact for the Dummy Bank and Reject the switch initiated at step 2 above.

ONB23 Formal Testing

Duration:

4 weeks

During this period, you will conduct end-to-end test activities with the Account Switching Central Service. You will have the opportunity to send account switching messages to, and receive account switching messages from, an allocated ‘dummy’ bank via the Central Service.

The test activities you undertake within this period are not prescribed by us and you are responsible for ensuring that defined tests provide adequate coverage.

The scope of these test activities is declared during the Test Readiness Review. It is expected that these activities will prove your solutions and supporting processes.

This period can also be used to build on training already received, develop training material and roll out training to additional contacts, and gain familiarity with the PSW.

Formal testing can be used to perform a ‘dry run’ of the certification scenarios and resolve any queries or issues ahead of the formal certification testing.

Note: It is crucial that you do not focus solely on the certification scenarios at this stage and consider other potential scenarios in preparation for becoming a live participant on the Service.

You, Us and ISP

ONB24 Certification Testing

Duration:

4 weeks

Certification testing is intended to provide you with the opportunity to demonstrate compliance with the requirements of the Service via the execution of a number of defined switch scenarios with the allocated ‘dummy’ bank.

The scenarios will be provided to you following the solution walkthrough. Not all participants will be required to execute all scenarios and allocation of scenarios will depend on a number of factors.

You must be able to complete all switch scenarios as defined without any significant or unexplained deviations.

Certification testing will usually take place approximately five weeks prior to the planned go-live window.

You, Us and ISP




The scenarios have been designed to exercise the old and new bank requirements of the Service. The scenarios include conditions designed to demonstrate your ability to handle specific operational exceptions as well as comply with the standard 7 day switch timeline and the requirements of the partial switch process.

Execution of the scenarios will allow us to assess your understanding of, and ability to comply with the requirements of the service detailed in the ASSD and the Guide and Rules.

In executing the scenarios, it is expected that you will demonstrate compliance of the solution and procedures that will be utilised or deployed at go-live.

This phase of the process is monitored by us and the ISP.

8.4 OUTCOME(S)

At the end of this phase it is expected that you will have attended training sessions provided by us and the ISP (if a technical workshop is required).

You must have:

Delivered an Account Switching Solution Walkthrough [M];

Developed and tested your solution, including any supporting processes and procedures [M];

Successfully executed the defined certification tests [M]; and,

Identified any other outstanding certification activities (where applicable) and agreed a plan for resolution [M];

We will be in a position to confirm that your solution complies with the technical requirements of the Account Switching Service.



9 THE APPLICATION APPROVAL PHASE

9.1 OBJECTIVES

This phase of the process focusses on the submission and assessment of your application and the execution of all legal and contractual agreements required to become an Account Switching Participant.

The Admissions Process (and the Appeals and Disputes Process) is set out in the Guide and Rules to the Bacs Account Switching Service.

During this phase you will have the opportunity to meet with key Bacs personnel and will set out and evidence how you comply, and will continue to comply with the eligibility criteria.

The attestation (code of conduct) process is included within this phase.

All the activities covered in this phase must be completed prior to go live, and outcomes from other phases feed in to the assessment of your application.

9.2 PREREQUISITES With the exception of ONB25 (which must be completed following the end of the Discovery Phase), before moving to this phase you must have: Completed all mandatory activities set out in the Discovery and Definition and Planning Phases of

this document (M).

9.3 PROCESS STEPS REFERENCE SHORT NAME DESCRIPTION ACTIVITY OWNER

ONB25 Application Form

Access to the Service is open to all payment account providers operating in the UK who meet, and can continue to meet, the eligibility criteria defined by Bacs. The Account Switching Application Form is available to be downloaded from our (the Bacs) website and should be completed and forwarded to ‘The Bacs Account Switching Admissions Officer’.

If you meet the eligibility criteria, the application will be accepted (by the Bacs Account Switching Admissions Officer) and you will be notified. You can then move to the next phase of the on-boarding process. Where you fail to meet the eligibility criteria, your application will be declined.

In the event that your application is declined, you will be advised by us of the reasons for the decision.

You can appeal any decision taken in respect of your application. In the event of an appeal against a decision to decline, the legal process documented in the Guide and Rules to the Bacs Account Switching Service will be followed. It is recommended that you

You




seek legal advice to support the appeals process.

ONB26 Participation Agreement

Once you have reviewed the documentation and have decided to proceed with your application you must complete the Account Switching Services Participation Agreement.

The Participation Agreement is a legal document and is (must be) the same for all participants. No variations to the text within the Participation Agreement will be accepted or agreed.

The Participation Agreement is a one-to-one contract between each of us and you should consider the need to take legal advice before completing (signing) the Participation Agreement.

The Participation Agreement and Pricing Schedule are not available via the Bacs website, and instead, we will forward the following documents directly to a specific person, or persons, named by you.

The Participation Agreement

The Pricing Schedule (referred to in the Participation Agreement)

The Direct Debit Instruction (DDI)

You must complete (sign) and return two original undated copies of the Participation Agreement.

Charges for use of the Service are collected by Direct Debit. Therefore, applicants are required to complete a DDI. One DDI should be submitted by post to our registered office. The DDI should be received by us at least two weeks prior to you going live on the Service.

You

ONB27 Certification Readiness Review

Duration:

0.5 days

The readiness review step is a business focussed review that seeks to elaborate on, and confirm delivery of the planned changes identified during the solution walkthrough. You will also be asked to explain the ‘customer journey’ through the switch lifecycle, covering key activities undertaken before, during, and after the switch.

The review is primarily targeted at applicants intending to offer the CASS and a ‘light touch’ approach will be applied to participants that intend to offer partial switches only.

The objective of this review is to confirm that you are ready to participate in the live service and ensure that the customer promise detailed in the Current Account

You, Us and ISP (optional)




Switch Guarantee will be applied consistently.

The review will look at how you intend to ‘bring the guarantee to life’ and how they will ensure the customer receives a simple, reliable, stress-free switch service. The review will cover customer interactions across all channels including web portals, telephony channels, and in branch. Customer messaging and brand use will be checked against the guidelines provided in the Guide and Rules and Current Account Switch Service Brand Guidelines.

It is expected that you will provide different supporting artefacts for the Certification Readiness Review but example documents are likely to include some of the following:

Outcome of test activities

Customer user experience

Communications plan

Training plan

Operational documents

Internal account switching packs

Examples of key customer facing documents

Account Switching Code of Conduct

ONB28 Attestation Completion

Over the course of the on-boarding process you will complete the following:


This document requires you to self-certify against a number of compliance statements. You should focus on the compliance statements that apply to your business model.

The final document must be submitted 4 weeks prior to go-live and must be signed by your Head of Internal Audit.

You

ONB29 Attestation Review

Your responses to the attestation document will be reviewed by our Risk and Assurance Team.

Any areas of non-compliance will be highlighted, and will need to be addressed (or have an agreed resolution plan) before you can become a live participant in the service.

You and Us

ONB30 Certification Completion

This review provides you with the opportunity to evidence the successful outcome of all certification

You, Us and ISP




Review

Duration:

0.5 days

test activities and covers:

A review of certification test outcomes and evidence;

Identification of any outstanding activities and plan for resolution (where applicable);

Lessons learned; and,

Go / No-Go Decision.

(optional)

9.4 OUTCOME(S)

At the end of this phase you will have:

Formally applied to the Bacs Account Switching Admissions Officer and received a decision on your application [M];

Completed the Attestation Process (codes of conduct) [M];

Demonstrated that you understand and can comply with the technical, operational and customer communication requirements of the Account Switching Service [M]; and,

Executed the Participation Agreement Account Switching Service [M];

If your application is refused you will be entitled to follow the Appeals and/or Disputes process set out in Guide and Rules to the Bacs Account Switching Service.



10 PRE GO-LIVE PHASE

10.1 OBJECTIVES

This phase takes place following certification testing but prior to full live operation. During this phase you will work with the ISP to complete the necessary set up and configuration activities to enable you to go live as an Account Switching Participant.

You will also provide details of operational scheme contacts, committee representatives, and ensure your internal teams and processes are in place to support live operation.

10.2 PREREQUISITES

Before moving to this phase you must have:

Successfully executed all required certification tests [M];

Identified any other outstanding certification activities (where applicable) and agreed a plan for to complete these activities prior to go-live [M]; and

Completed all mandatory activities set out in the Application Approval Phase [M]

10.3 PROCESS STEPS REFERENCE SHORT NAME DESCRIPTION ACTIVITY OWNER

ONB31 Participant go-live pack

We will provide you with a support pack to assist you in your preparations to become a live participant. The pack will include the following:

Incident Management Process and associated templates

Operational contacts template

Customer contact information

SharePoint access form for committee representatives

Us

ONB32 Complete outstanding certification activities (where applicable)

During the Certification Completion Review session we will identify any outstanding certification activities requiring completion and agree a plan for resolution.

These activities must be completed during the Pre Go-Live Phase.

You

ONB33 Agree go-live date

After confirmation from us that you can go-live on the Service, a go-live date will be agreed with you.

You, Us, ISP and Bacs Scheme Member

ONB34 Request Live You must request smartcards for the live service from You and Bacs




Smartcards your chosen PKI provider (Bacs scheme member). A smartcard is required by each individual that needs to access the Bacs PSW for any activity that requires PKI.

You must understand the lead time for smartcards to be issued.

Depending on your go-live date, smartcards may be requested during the Design, Build and Certification Phase to ensure that the smartcards are received in time.

Scheme Member

ONB35 Incident Management & Operational Readiness

You will provide us with operational contact and escalation points for incident management and alert purposes.

You, Us and ISP

ONB36 Committee Representation

We will provide you with the terms of reference and Committee structure for the Account Switching Service committees.

You will provide us with primary and secondary representatives and their contact details for each of the committees that you will attend.

You and Us

ONB37 Reference Data and Live Setup Activities

You will be required to complete application forms and supply other information required by the Bacs scheme member and should ensure the member is aware of their specific requirements in advance.

The Bacs scheme member then registers the reference data for you in line with the agreed plan.

It is important that the Bacs scheme member understands your reference data requirements and the reference data set up should reflect the set up used in the test environment.

The ISP provides support during this activity to ensure that it is completed correctly.

Once the Bacs scheme member registers your reference data, the contacts defined for you will receive emails to enable them to register their smartcards on the live service.

Once contacts have received their registration emails and registered their smartcards you will be considered ready for live operation.

You, Us, Bacs Scheme Member and ISP




ONB38 Live Go / No Go Checkpoint

This provides all parties with an opportunity to raise any concerns prior to live implementation.


ONB39 Notify Bacs Committees

We will notify the Account Switching Service committees.

(We will agree the content and timing of this communication with you if required)

Us

ONB40 Go / No Go Decision

This is a final checkpoint call prior to go-live.


10.4 OUTCOME(S)

By the end of this phase you will be ready to participate in the live service.

Completed any other outstanding certification activities in accordance with agreed plan for resolution (where applicable) [M];

You must have provided operational contacts and escalation points for incident management purposes (M);

You must have provided your committee representatives (M);

Completed all pre-requisite set up activities (M); and,

Received a ‘go’ decision from Bacs and the ISP (M).



11 GO-LIVE PHASE

11.1 OBJECTIVES

This phase covers your live implementation and any post live activities.

11.2 PREREQUISITES

You must have received a ‘Go’ decision at the end of the Pre-Go Live Phase (M);PROCESS STEPS


ONB41 Transition Support Period

You will receive an increased level of support from us and the ISP for a 3 week period following go live.

You, Us and ISP

ONB42 External Communications

We will issue a press release (in conjunction with you) and make the necessary updates to our Bacs website.

You and Us

ONB43 Post Implementation Review

You will attend the post implementation review to help identify lessons learned and provide feedback on the on-boarding process.

You and Us

11.4 OUTCOMES

You are now an Account Switching Participant.



12 APPENDIX

12.1 APPENDIX A – INDICATIVE ON-BOARDING TIMELINE



12.2 APPENDIX B – ACCOUNT SWITCHING SERVICE DOCUMENTATION

SUBJECT TITLE

General Account Switching Service Definition

Account Switching Traceability Matrix

Account Switching Service Top Tips Guide

Account Switching Service – User Guide

Service Governance Participation Agreement and Pricing Schedule

Guide and Rules to the Account Switching Service


Current Account Switch Service Brand Guidelines

Customer FAQs

Current Account Switch Guarantee

Current Account Switch Agreement

Account Closure Instruction

Operations Account Switching Service Onboarding Process

Change Notification

Cards Cards Schemes Account Switching Service Definition

PSW (Payment Services Website) Account Switching UEM (User Experience Model)

Account Switching Training Guide

Reports Bacs Account Switching Report Specifications

Member unattended report collection

Service User Report Collection Interface Technical Specification

Account Switching Messages Account Switching Message Implementation Guide (MIG)

Account Switching MIG XML Schemas

Schema Erratum No 1

Account Switching (Message) Validation Tool

Channels Channels – Member’s guide

ETS and STS Operation Guide

ETS Service Definition

STS Service Definition

ETS Channel Interface Specification

STS Channel Interface Specification



12.3 APPENDIX C – SHAREPOINT ACCESS FORM

Bacs Online

New Member Details

FULL NAME (and title):

COMPANY NAME:

COMPANY SITE ADDRESS:

TITLE AT COMPANY:

DEPARTMENT:

DIRECT TELEPHONE NO:

MOBILE TELEPHONE NO:

EMAIL ADDRESS AT COMPANY:

GROUPS/COMMITTEES YOU WISH TO

HAVE ACCESS TO:

To be emailed to Rachel Langworth at Bacs at [email protected].

mailto:[email protected]



12.4 APPENDIX D – CERTIFICATION SCENARIOS

SCENARIO 1 FULL ‘CLEAN’ 7 DAY SWITCH WITHOUT WARNINGS OR REJECTIONS

This is a full 7 day switch which includes the transfer of all in scope payment arrangements and the interbank forwarding of post switch credits and debits.

SCENARIO 2 FULL 7 DAY SWITCH WITH WARNINGS AND EXCEPTIONS

This is a full account switch which includes a variety of old bank warnings and other exceptions which must be dealt with correctly by the new bank and generated correctly by the old bank.

SCENARIO 3 FULL SWITCH REJECTED BY OLD BANK WITH MULTIPLE REJECT CODES

This is a full switch request which is rejected by the old bank for a variety of reasons.

SCENARIO 4 FULL SWITCH WITH 3 OUT OF 4 MATCHING

This is a full switch request which contains some variances in the data held by the old bank.

SCENARIO 5 COMPLETED PARTIAL SWITCH FOLLOWED BY FULL SWITCH

This is a partial account switch followed by a full account switch for the same old and new accounts.

SCENARIO 6 FULL SWITCH FROM A SOLE ACCOUNT TO A JOINT ACCOUNT

This is a full 7 day switch from a sole personal account to an existing joint personal account at the new bank.

SCENARIO 7 DOWNLOAD REPORTS

Each bank should demonstrate that they can download the following ad-hoc reports.

AS001 – Account Switching Case History Report

AS002 – Account Switching Outstanding Work Report

Each bank should demonstrate that they can download the following processing report:

AS015 – Redirection Extract Report (to be downloaded following completion of full switch scenarios)

account switching service - bacs

Documents