Our Commitment to You

We've put this commitment together so that you know exactly what you can expect from us. We genuinely care about the service you receive so we want to make promises that are of value to you and that you can trust.

Our commitment is based on two of the long-term objectives that shape everything we do at the SIA: delivering a service that meets the needs of our customers and delivering value. We will regularly review our commitment to make sure we continue to meet, if not exceed, the needs of our customers.

Finally, we believe in being honest with you so we thought it would help if we highlighted some of the reasons which may delay your licence decision.

This commitment is about ensuring that we offer you the best service possible.

Our Commitment

We understand that it is important for you to get your licence as quickly as possible. With this in mind, we aim to process your correctly completed application within five weeks from the date we receive it.

We understand that being stuck in a telephone queue can be frustrating. That is why we aim to answer all calls to our contact centre within 30 seconds.

We understand that some of you prefer to write to us. We aim to answer your written enquiries (letters, e-mails and faxes) within 3 working days.

We want you to be satisfied with our service, but if you ever have reason to be dissatisfied we will respond to written complaints (letters, e-mails and faxes) within 12 working days.

You can see how well we are doing by checking the information we publish on our website.

Why do some applications take longer?

We aim to process correctly completed licence applications within five weeks from when we receive them. However, some of the applications we receive aren't completed correctly, or they don't include all of the necessary supporting documents. When this happens, we have to return the application and ask for the extra information we need, which delays the application.

Other things that could delay your application

Some applications require additional checks. We still do our best to process these as quickly as possible, but they may take longer than five weeks.

Examples of when this might happen include:

  • If you have a criminal record, in which case we will need to make sure that you meet our licensing criteria. These criteria exist to ensure that only 'fit and proper' individuals are issued with SIA licences.
  • If you are applying for a front line licence and we don't have a record of your required qualification. We will need to check if you have this qualification and, if you have, work with the relevant awarding organisation to update our records.
  • If you are from outside the European Economic Area, in which case we will need to check that you have the right to work in the UK.
  • If you have lived overseas for a period of more than six months in the last five years, in which case we will need to check to see if you have a criminal record in the country or countries in which you lived.