Overview
Use this process when a supplier asks to update their bank details. This includes changes to:
- Sort code
- Account number
- Account name
Mandatory requirement: The supplier must complete the BPN Change of Bank Details Form and return it as a PDF (the form states this requirement).
1. Purpose (When to use this)
Follow this process whenever a supplier requests any amendment to their bank details, including updates to their:
- Sort code
- Account number
- Account name
Bank detail changes must not be processed from email instructions alone. The completed form (PDF) is required for verification and fraud prevention.
2. Pre-checks (What the requester must do before we proceed)
Before sending the form or starting the update, ensure the requester has:
- Confirmed they are authorised to request banking changes for the supplier.
- Confirmed the request is genuine and not triggered by an unexpected email (fraud-risk pre-check).
- Submitted the request from an official contact assigned in Dimensions.
- Explained why their banking details are changing (for example, moving to a new bank, account consolidation). This supports fraud checks.
If any of the above is missing, request clarification before progressing.
3. Information required (What must be completed on the form)
The form must be fully completed with the details below.
From (Old bank details)
- Organisation name
- Bank/Building Society name
- Sort code
- Account number
- Account name
To (New bank details)
- Organisation name
- Bank/Building Society name
- Sort code
- Account number
- Account name
Contact and verification information
- Signature of the authorised person
- Contact telephone number
- Email address
- Full address
Format requirement (mandatory)
- The completed form must be returned as a PDF.
4. Timescales (SLA guidance)
Timescales may vary depending on Zendesk ticket SLAs. As a guide, after receiving a complete form in PDF format:
- Verification checks: 2 to 3 working days
- Bank change update in system: within 5 working days of successful verification
- Supplier notification: same day once the update is completed
If information is missing, unclear, or inconsistent:
- Set the Zendesk ticket to On-hold until corrected documents are provided.
5. Escalation (When to hand off to a human)
Escalate the ticket to Finance (Purchase Ledger) if any escalation trigger applies.
Escalation email (correct address)
- purchaseledger@bestpracticenet.co.uk
Escalation triggers
Escalate if:
- The requester cannot complete the form.
- The form is incomplete, unsigned, or does not match the original details held on file.
- There is suspected fraud or unusual activity (for example, bank details suddenly changing during active payments).
- The requester uses an unexpected personal email address.
- The name on the bank account does not match the supplier name.
- The supplier disputes the details held on file.
6. Compliance and mandatory wording
GDPR and PII handling
- Do not request full bank statements. Only request what is required to verify account ownership.
- Any bank details received must be stored securely and accessed only by authorised finance staff.
- Never send bank details back to the supplier in an email “for confirmation”. They must confirm them independently.
Fraud prevention (mandatory checks)
Use the wording below when responding to suppliers:
Anti-fraud verification steps (agent checklist)
- Cross-check the requester’s email domain against the supplier’s registered domain.
- Verify the signature and contact details appear legitimate.
- If in doubt, call the supplier using a contact number from Dimensions, not one supplied in the email.
7. Related links and documents
- BPN Change of Bank Details Form (attach or link to the uploaded document)