Verifying payments

To protect customers and meet our obligations as a regulated bank, we may need to perform checks on certain payments. To perform our checks, we may request a document that provides more information about where money being transferred into your account is coming from, such as income from employment, sale of goods, or payment of an invoice.

We may ask for documents that include more details about the:

• Origin or source of the money
• Person or organisation sending the money
• Amount the payment is for
• Purpose of the payment

If we need to perform checks on your payment, we will provide you with an address to send your documents to. Please include the Zempler reference number we provide along with the document.  

If you don’t provide requested documents for review in the timeframe requested, we will return the funds to the person or organisation that made the original payment.  

Examples of documents we may accept for our checks, including as a proof of payment, include:

• Payslips or salary confirmation to show regular income.
• Downloaded bank statements showing the income source and payment. We can accept downloaded bank statements for proof of payment. Phone screenshots cannot be accepted.
• Invoices or bills related to the payment (e.g., utility bills, tuition fees, client invoices).
• Rental agreements or contracts for rent payments.
• Remittance Advice for the goods or services being paid for. This could include an invoice, copy of a receipt, or a sales contract
• Contracts or agreements between the business and supplier/service provider.
• Bank statements showing business revenue or profits. We can accept downloaded bank statements for proof of payment, but we cannot accept phone screenshots.
• Proof of payment from clients if the payment is sourced from business income (e.g., client invoices or receipts). 

If you’re sending us a bank remittance advice, please make sure it clearly shows both the sender’s and the recipient’s bank details.

The remittance advice should include:

• the sender’s account number and sort code
• the recipient’s account number and sort code
• the payment amount
• the payment date
• a reference that links the payment to the invoice or service

If the sender or recipient bank details are missing or unclear, we may not be able to accept the remittance advice.

Example of an acceptable bank remittance

This bank remittance example below includes:

✅ Sender sort code + account number

✅ Recipient sort code + account number

✅ Payment date and amount that aligns with the payment to your account

✅ Reference that links the payment to the invoice or service

Example of bank remittance we don’t accept

The bank remittance example below is missing:

❌ Sender sort code + account number

Invoice requirements

An invoice should include:

• a unique identification number
• the company name, address and contact details
• the customer’s name and address
• a clear description of what you’re charging for
• the date the goods or services were provided (supply date)
• the invoice date
• the amount(s) charged
• the VAT amount (if applicable)
• the total amount owed

Sole trader invoices

If you’re a sole trader, your invoice should include the details listed above, plus:

• your name and any business name you use
• an address for legal correspondence (if using a business name)

Limited company invoices

If you’re a limited company, your invoice should include the details listed above, plus:

• the full company name, exactly as it appears on your certificate of incorporation

Example of an acceptable invoice

If you’re sending us a receipt, please make sure it includes the following information. Where possible, it should be on a letter headed receipt.

The receipt should include:

• the business name
• the business address
• a company logo (if available)
• the transaction amount
• a clear description of the services provided

If any of this information is missing, we may not be able to accept the receipt.

If you’re sending us a bank statement, it must be the downloaded PDF version from your bank. We’ve included accepted and not accepted examples below. 

Please note:

• screenshots of PDF statements are not accepted
• screenshots taken from a banking app are not accepted

Sending the original PDF helps us review your information accurately and avoid delays.

Example of an acceptable bank statement 

Examples of what we don’t accept – App screenshots