# Requesting information from your client

Some Customer Due Diligence (CDD) questions are best answered by the client: why
they're engaging you, where their funds come from, and who owns and runs their
business. Instead of chasing these by email, send an information request from
the case. The client's answers flow straight back in.


WHY SEND AN INFORMATION REQUEST

 * Answers go straight into the case. No retyping, and the client's own words
   are kept as a record.

 * Only relevant questions are asked. OnboardMe ticks the right questions based
   on the client type and risk.

 * Beneficial owners are added for you. People the client lists are created as
   participants on the case.


CHOOSE A COLLECTION METHOD

In the case, find Request client information and choose a Collection method:

Method

Use when

Info already held

You already have the answers. Fill them in yourself

Request from client

You want the client to answer the questions


SEND A REQUEST

 1. Choose Request from client.

 2. Under Information to request, tick the questions to send. By default:
    
    * Why are you engaging us? is ticked unless you've already recorded it.
    
    * Source of funds and Source of wealth are ticked for medium and high risk
      clients.
    
    * Beneficial owners and controllers and Authorised representatives are
      ticked for companies and trusts.

 3. Check the Recipient name, Recipient email and Recipient mobile.

 4. Click Send request.



The client receives an email titled "CDD information request from" your business
name, with a link to a secure form. The case status changes to Awaiting Client.

> Note: The request is sent as an eForm, so it appears in eForms as "CDD
> Information Request" with the client's name.


WHILE YOU WAIT

The case shows Requested from client, with when it was sent and whether the
client has opened it. To send a reminder, click Open in eForms and resend it
from there.


WHEN THE CLIENT SUBMITS

 * Their answers are added to the case automatically.

 * People they list as beneficial owners, controllers or representatives are
   added as participants.

 * The case status changes to Client Submitted.

 * You receive an email: "CDD information request completed by" the client's
   name.

The case then shows Information received from client. Review the answers and
carry on with the case.

> Important: The client's answers can't be edited after they submit. If
> something needs correcting, record it in your notes on the case, or send a new
> request.


WHAT THE CLIENT SEES

The client only sees the information request. Everything else on the case,
including your risk assessment, screening and notes, is for internal use only
and is never shown to the client.


NEXT STEPS

 * Working through a CDD case [https://onboardme.help.center/article/1162]

 * Customising CDD checklists [https://onboardme.help.center/article/1167], to
   change the questions you send to clients