First stage is to verify who you are and this is done via 4 companies. First was Experian - set up four securty questions a load of other things and eventually 'WE CANNOT VERIFY WHO YOU ARE'.
Second attempt via the Post Office. This time input Passport Details, Drivers Licence Detials and Bank Account Dtails. Failed on the Bank Account Details - do not know why as she has held it for many, many years so input an account she opened at the end of last year, a couple of other questions and verified.
What a palaver - so does that mean that Passorts and Driving Licences have not necessarily been issued to the actual people i.e. the names applied in not necessarily correct?
"Don't think of them as problems, think of them as opportunities."
"OK, I think I've hit an insurmountable opportunity!"