Capita Hartshead Tracing Solutions

Further information

The Customer Impact Scheme

Asset re-unification

Most of what we do ultimately involves reuniting people with their assets - whether it's shares, cash, life policies, pensions, unclaimed bank accounts or investment products.

With 11% of the UK population moving house each year, it is hardly surprising that organisations sometimes have out of date information concerning the whereabouts of their customers. However, through increasing regulation and industry guidelines businesses are required to demonstrate that they have looked for their customers and attempted to reunite them with their unclaimed assets.

Regulations include:

  • Data Protection Act 1998.
  • Financial Services Authority's Treating Customers Fairly guidelines (applied as best practice).
  • Companies Act 2006.
  • Various industry specific initiatives e.g. Customer Impact Scheme.

Capita Hartshead Tracing solutions asset reunification projects typically follow this process:

  • Data cleanse to improve customer data and maximise the success of the programme.
  • Verify customers at current address or find new addresses (gone aways).
  • Written and call centre communication with customers.
  • Positively identify & verify customers.
  • Where applicable, remit cash to customers, or put them in touch with their asset.
  • Reconciliation.
  • Management information reporting success of the project.

© 2011 Capita Hartshead Tracing Solutions Limited.

Capita Hartshead Tracing Solutions is a trading name of Capita Hartshead Limited with its registered office at
The Registry, 34 Beckenham Road, Beckenham, Kent BR3 4TU. (Registered in England & Wales No. 02260524).

Part of Capita plc.