Why identity should start at the point of signing
Banks, lenders, and law firms often verify customers thoroughly at onboarding, when all the customer wants is to get started. Then they accept a much weaker signature when that customer commits to a mortgage, a loan, or a property transfer. Qualified electronic signatures (QES) fix that mismatch by putting verified identity where the legal and financial risk sits: at the moment of signing.
That was the argument at the heart of a recent Customer Futures conversation between Jamie Smith, Director at Customer Futures, and Jonathan Evans, Country Manager UK at Digidentity. Here's what it means for your organisation.
Identity only on the way in
Most digital identity work has focused on what Jonathan calls "identity on the way in". A new customer proves who they are to a defined standard, the account opens, and the checks stop.
"This is not a technology problem," says Jonathan. "This is a behavioural change problem, and we've focused on the wrong point in the customer journey."
The result is a gap. Customers meet a high standard of assurance at the start, when the stakes are low. Later, when they sign a document that stays on the balance sheet for 25 years or more, the bar drops. For audit teams, compliance teams, and anyone who may one day need to prove who signed, that's the wrong way round.
There's a customer experience cost too. Front-door checks put friction in front of someone who simply wants a product. Signing is different. "People understand signing," says Jonathan. "We know we have to sign something and it makes a document legally binding."
Not all electronic signatures are equal
There are three levels of electronic signature under UK and EU rules:
1 Simple electronic signature: shows the same person came back, but not who that person is.
2 Advanced electronic signature (AdES): links the signature to the signer, with some identity behind it.
3 Qualified electronic signature (QES): backed by a verified identity and a qualified certificate from a qualified trust service provider (QTSP)
As Jonathan puts it, a simple signature shows it's the same person coming back, "but that same person might be Mickey Mouse". QES is the highest standard. It's a European standard, recognised in the UK, and increasingly used as the benchmark elsewhere. One Digidentity client operates in 33 countries and uses QES as its standard across all of them.
What changes when a signature is qualified
QES carries the highest recognised legal status under the UK Electronic Communications Act 2000 and the EU eIDAS Regulation. In practice, three things change:
1 Identity is bound to the document at the moment it's signed.
2 The document is protected against tampering.
3 The burden of proof shifts. If a signer later says "that wasn't me", it's up to them to prove it. With any lower level of signature, the lender or law firm has to prove that it was.
That last point matters most when something goes wrong: in a dispute, an audit, or a regulatory review.
For UK property, this is already happening. HM Land Registry decided in August 2025 to accept qualified electronic signatures for charges, transfers, and assents. In early 2026, Nationwide Building Society became the first UK lender to accept QES for mortgage deeds, pointing to a reduction in the risk of mortgage fraud as one of the benefits.
Signing is a natural moment to refresh identity
Every QES includes a fresh identity check, and that creates an opportunity. A customer's original KYC may have been done a decade ago. Rather than asking them to prove their address again as a separate exercise, the identity verification performed during a QES can be stored and reused under your control for future transactions.
Jamie calls this a "sleeping tiger": higher assurance, better protection for the organisation, and less friction for the customer. And it happens at a moment when the customer already expects to do something that matters.
You may already have what you need
Moving to QES doesn't need a new platform or a long transformation programme. If you use Docusign, Adobe, or another major signing platform, Digidentity is already built in. There's no separate integration: you switch on qualified signing and start sending invitations.
For the signer, it's quick:
-They receive an invitation on their phone
-They scan their identity document using its NFC chip
-They complete a selfie liveness check
-They set a PIN and sign straight away
Common starting points include mortgage offer acceptance, secured lending agreements, conveyancing documents, director guarantees, and high-value business contracts.
Where this is heading
Signing is also a building block for digital identity wallets. Under the updated eIDAS framework, wallets will hold more than a digital copy of a passport or driving licence. They'll carry a set of verified attributes, such as address and age, alongside the ability to sign.
That changes the question organisations can ask. It's no longer only "is this the right person?" but "what are they entitled to do, and can they sign for this?" Organisations that start with QES today are building on the same foundation.
Start where the risk is
If your strongest identity check happens at the front door and your weakest at the point of commitment, it's worth looking again at where your assurance sits. QES puts it where it counts, often within days rather than months, using the signing tools you already have.
Get in touch: Talk to us about QES
Watch the video: Watch the Customer Futures conversation
Read our paper: The weakest point in your lending journey isn't onboarding
Frequently asked questions
What is a qualified electronic signature?
A qualified electronic signature (QES) is the highest level of electronic signature under the EU eIDAS Regulation. It's backed by a verified identity and a qualified certificate issued by a qualified trust service provider (QTSP), and it's bound to the document at the moment of signing.
Is a QES legally binding in the UK?
Yes. QES carries the highest recognised legal status under the UK Electronic Communications Act 2000. HM Land Registry decided in August 2025 to accept qualified electronic signatures for charges, transfers, and assents.
What's the difference between an advanced and a qualified electronic signature?
An advanced electronic signature (AdES) is linked to the signer and has some identity behind it. A QES goes further: the signer's identity is verified to a defined standard and a qualified certificate is issued. That's why, in the EU, a QES has the same legal effect as a handwritten signature.
Can I add QES to Docusign or Adobe?
Yes. Digidentity is already built into Docusign, Adobe, and other major signing platforms. You switch on qualified signing without a separate integration.
How does a signer get a QES?
The signer registers once on their phone: they scan their identity document using its NFC chip, complete a selfie liveness check, and set a PIN. After that, they can sign straight away.