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 25 working days. The time starts from the day we begin our checks; after you have submitted your application and, if necessary, had your identification documents validated.

We understand that being stuck in a telephone queue can be frustrating. That is why we will provide all of the information you need via our online services, which include our corporate website and your personal account. We aim to answer enquiries made through our online services within three working days.

Why do some applications take longer?

We aim to process correctly completed licence applications within 25 working days from when we begin our checks. However, some of the applications we receive have not been completed correctly, or they do not include all of the necessary supporting documents – and this may cause a delay. When this happens, we will contact you.

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 25 working days.

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 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 you will need to provide us with an overseas criminal record check.