Document Rejection Reasons


To help you reduce the risk of your documents being rejected, please see the most common issues.


working tax or child tax credit document

Missing income document

For every income you have stated in your application, we need to see a proof document for this. Therefore if you have a job and receive benefits, we would need to see your wageslips & all of your benefit documents.


Missing wageslip

For wageslips, we require 2 separate wageslips, that are consecutive such as January & February or Week 1 & 2 (uploaded separately).


Missing Universal Credit

For Universal credit, we require 2 consecutive statements (uploaded separately). If you are using the GOV website for this document, it may require multiple screenshots per statement to show all the information.


If you have all of your documents and you are ready to upload, click here to login to continue.



Different documents require certain pieces of information to be shown. For more information on what to upload, please click here to see full requirements.


For income

  • The full document must be shown to include:
  • Your name
  • The date
  • Wageslips must also show gross, net and deductions.
  • Benefits must also show the dates being paid, the amount & any deductions.

For ID:

  • The whole 'photo side' of the document showing:
  • Your name & address (where applicable)
  • Valid/Expiry date
  • Your photo
  • Document number

For address:

  • The supplier's name and the full document showing
  • Your name & address
  • The date (or for tenancy documents, the date the tenancy begins/ends).
  • Tenancy documents need to show the signatures (this may require 2 separate uploads if on different pages)

If you have all of your documents and you are ready to upload, click here to login to continue.



A common cause for rejection is that documents are not within the specified dates in order to be valid. See below for document date requirements.

Document type Dated withn
Wage Slips 3 Months
Self employed SA302 Most recent
Pension Most recent
Universal Credit Must be dated within the last 3 months
Child Benefits Most recent letter
All other Benefits Most recent letter and be dated within 12 months
Address documents 3 Months and must be valid (except if using ID as it must be in date)
ID, Passports & Visas Must be valid and in date

If you have all of your documents and you are ready to upload, click here to login to continue.



A number of documents are rejected because of the quality of the image. Images must not have fingers blocking parts of the image, the image must not have flash or glare and the image must be of a high quality and not blurred.

good document
bad document
 

If you have all of your documents and you are ready to upload, click here to login to continue.



The documents uploaded must be addressed to the same name that is specified in the application. The documents can be addressed to you and someone else, however we cannot accept documents addressed to someone else, such as a partner.


If you have all of your documents and you are ready to upload, click here to login to continue.



If you are self employed, we need to see a SA302 document & a Tax Year Overview document also. These documents can be found online:


Tax Years Calculation

  • Log in to the HMRC website with your user ID and password.
  • Click on 'Get Your SA302 Tax Calculation'.
  • Click on the correct Tax year.
  • Click on ‘Print Your Full Calculation’.

Tax Years Overview

  • Log in to the HMRC website with your user ID and password.
  • Click on View Account.
  • Click on Tax years.
  • Choose the relevant year from the drop-down menu.
  • Click on Go.
  • Click on Print your Tax Year Overview.

If you have all of your documents and you are ready to upload, click here to login to continue.


Ready to upload?

I'm ready to provide my documents
You will be asked to login again.