Fair finance starts here: How Right Way Credit Union modernised member onboarding
Jaye Hackett
Right Way Credit Union is a community-focused lender based in Paisley and serving the West of Scotland. Like many credit unions, they serve people who are often overlooked by mainstream financial services.
When the team started reviewing their New Member Journey, they spotted a recurring problem: too many prospective members didn’t have a passport or driving licence. Even those with ID struggled; users failed to capture good quality images or failed for other technical and procedural reasons.
The overall drop-off was a staggering 68%, or nearly 7 in 10 people giving up at this step.
A clear need for change
Right Way needed a know-your-customer (KYC) process flexible enough to handle real-world situations, not just ideal cases.
Support queries were stacking up. Staff were spending too much time explaining ID rules and working with prospective members to find acceptable alternatives.
Some applicants gave up before completing registration, others got through but with substantial manual effort. The existing system was compliant, but it wasn’t inclusive, and it certainly wasn’t efficient.
A new path forward
By integrating Vouchsafe, Right Way has made the process smoother for applicants and simpler for staff.
Members without photo ID can now verify their identity through a trusted referee. Vouchsafe also supports alternative forms of evidence popular in the local area, including Young Scot cards. Biometrics and anti-fraud background checks are layered in to keep the process secure.
“Bringing in Vouchsafe means we can offer a faster, fairer onboarding experience to all new members; not just those with the right paperwork. It’s a real step forward for inclusion, and it frees up our team to focus on what matters most: serving our community.”
— Karen Wallace, CEO, Right Way Credit Union
Ready for the future
Vouchsafe’s system was designed for regulated financial services from day one. It is certified to UK government trust framework rules and helps firms like Right Way meet their compliance needs while widening access.
The impact has been clear: less admin, fewer drop-offs, happier members, and a credit union ready to grow its reach without compromising trust.
The initial pilot with 60 new members achieved a perfect verification success rate. Over 85% of these were completed automatically within one hour, showing the system’s ability to scale without sacrificing reliability.
Vouchsafe is now working with Right Way to further expand access by supporting automatic verification of UK government eVisas, vital for the high population of international students nearby.
Right Way’s journey shows what’s possible when compliance and compassion go hand in hand.
Are you a credit union facing similar challenges with onboarding or ID checks?
Contact chloe@vouchsafe.id to explore how Vouchsafe can help you reduce admin, improve access, and onboard more members without compromising compliance.
