There will be some applicants who cannot supply the required personal identifiers or cannot be matched against DWP records or against local data sources. Applicants who cannot supply some or all of the required personal identifiers and cannot be matched must be asked to provide documentary evidence to prove their identity, this is known as the exceptions process.
The exceptions process must be followed where applicants cannot supply some or all of the required personal identifiers and cannot be matched, or if an applicant cannot be matched against local data or the ERO chooses not to use this option.