Know when your
customers move.
Before anyone else.
Trace provides real-time move notifications 6–12 weeks before credit reference agencies. Reconnect with gone-away customers at the moment they move, not months later.
The £31 billion
“Gone Away” crisis
When customers move house, they forget to tell their financial providers. Current tracing solutions are too slow to fix it.
Why customers go missing
The average UK person moves 8 times in their lifetime. Pensions span 25–30 years. The maths doesn't work in your favour.
- × Only 1 in 25 people (4%) notify their pension provider when moving
- × Pension providers rank 14th of 16 entities customers remember to contact
- × Credit reference data takes 6–8 weeks to update after a move
- × By the time data updates, the reconnection window has closed
- × FCA Consumer Duty requires proactive customer engagement
Four steps to
customer reconnection
Upload your customer data. We match against real-time move events and notify you instantly.
Ingest
Upload your customer database — name and address. Batch or API.
→Match
We match against Just Move In’s real-time move data from tenancy and completion events.
→Verify
Triangulation confirms identity: customer + old address + new address + move date.
→Notify
Receive match alerts via API or batch file. Reconnect at the moment of move.
The Triangulation Data You Receive
Every match includes the complete data set required for high-confidence reconnection.
| Data Field | Description | Example |
|---|---|---|
| Customer Match | Confirmed identity match | High Confidence |
| Previous Address | The address on your records (verification point) | 14 Oak Lane, Manchester, M1 2AB |
| New Address | Verified new address from move transaction | 7 Elm Court, Leeds, LS1 4CD |
| Move Date | Precise date of move (not estimated) | 2026-01-15 |
| Move Type | Tenancy agreement or property completion | Tenant |
| Confidence Score | Match confidence level | High Medium Low |
Real-time data,
weeks before anyone else
We capture move data at the source — from tenancy agreements, mortgage offers and completion reports — not from credit reference agencies.
Tenancy Agreements
Captured at signing
Mortgage Offers
Captured at offer stage
Completion Reports
Day of completion
Utility Connections
At connection
Us versus them
See how Trace compares to traditional tracing providers across the metrics that matter.
Trace
- ✓ Real-time move data (day of move)
- ✓ 6–12 weeks faster than credit agencies
- ✓ Full triangulation (customer + old + new address + date)
- ✓ Proactive prevention of “gone away”
- ✓ £25–50 per match (undercuts market)
- ✓ API and batch delivery
- ✓ GDPR compliant with legitimate interest basis
- ✓ FCA Consumer Duty aligned
Traditional Providers
- × Credit reference data (6–8 week delay)
- × Reactive tracing after customer is already lost
- — Address data only (no triangulation)
- × Reactive — trace after the fact
- × £50–100+ per trace
- — Batch only for most providers
- ✓ GDPR compliant
- — Compliance-driven, not outcome-driven
| Feature | Trace | Capita Tracing | Gretel e-trace | Synectics / CRA-based |
|---|---|---|---|---|
| Data freshness | Real-time (day of move) | 6–8 weeks (CRA data) | Digital contact tracing | 6–8 weeks (CRA data) |
| Approach | Proactive prevention | Reactive tracing | Reactive reconnection | Reactive tracing |
| Data type | Triangulation (full data set) | Address confirmation | Digital contact details | Address confirmation |
| Delivery | API + Batch | Portal + Batch | Digital platform | Batch |
| Cost per trace | £25–50 | £50–100+ | 75% lower than traditional | £50–100+ |
| Completion time | Same day | Weeks to months | Days | Weeks to months |
| FCA Consumer Duty | Native alignment | Compliance-driven | Outcome-focused | Compliance-driven |
Customer reconnection
delivers proven ROI
Financial services firms that invest in customer tracing see significant returns. Here’s what the industry is achieving.
- ✓ £2.1m investment
- ✓ 36,000 policyholders traced
- ✓ £14m in policies recovered
- ✓ 100,000 reconnections per year
- ✓ 20% uplift with data-led model
- ✓ Ongoing programme
- ✓ 10% improvement in reconnection rates
- ✓ Industry-wide research finding
- ✓ Supports proactive approach
Flexible pricing to
match your needs
Choose the model that works for your business. All options include GDPR-compliant data handling, dedicated onboarding and SLA guarantees.
Per-Match
Pay per confirmed customer match
- ✓ Predictable, transparent costs
- ✓ Volume discounts available
- ✓ Undercuts Capita (£50–100)
- ✓ Full triangulation data
- ✓ Batch or API delivery
Success Fee
Pay only when customer is reconnected
- ✓ Aligned incentives
- ✓ Zero risk — pay for outcomes
- ✓ Higher margin per reconnection
- ✓ Full triangulation data
- ✓ Dedicated success manager
API Subscription
Real-time API access for enterprise
- ✓ Real-time API integration
- ✓ Custom matching rules
- ✓ Dedicated support team
- ✓ SLA guarantees
- ✓ Full onboarding programme
Ready to reconnect with
your customers?
Start with a 10,000 customer proof of concept. See match rates against your real data.
Pilot Programme
10,000 customer proof of concept with match rate analysis
Integration
Technical review and API or batch specification
Agreement
Pricing model selection and contract terms
Go Live
Full production deployment with dedicated support