United Kingdom Security Vetting: Contact Us

Before contacting us

Before contacting the UKSV Enquiry Centre, please read the information contained in the links below. Answers to most queries can be found within these pages.

Applicant

UKSV National Security Vetting Solution: Guidance for applicants

Existing clearance holders

Sponsor

UKSV National Security Vetting Solution: Guidance for sponsors

Decision Maker

Referees, Hiring Managers, Contractors and Consultants

Forms and Guidance

International personnel security clearance

Contacting the UKSV Enquiry Centre

The contact details for the Enquiry Centre are: 01904 662644 (civilian) and 94777 2644 (military).

OperatingPlease hoursbe aware that the Enquiry Centre phone lines are 8pm-4pmcurrently open from Monday to Friday.Thursday 8am-4pm only.

Lines are closed on Fridays to allow staff to focus on responding to email enquiries.

If you are required to contact the Enquiry Centre by email or provide additional information as part of an audit trail, you can direct your enquiry to UKSV-ContactUs@mod.gov.uk.

Postal Address:

Help us to help you

The UKSV Enquiry Centre would like to help you with your query as quickly as possible. To help us do this, when emailing or telephoning the UKSV Enquiry Centre please make sure both Applicants and Sponsors are prepared with all the necessary information:

Sponsor

If you are a Sponsor, please provide us with:

• Your Sponsor ID. This is needed every time you need to contact us.
• Subject’s full name.
• Subject’s Date of Birth / Case ID

Please note:

• ASI / VSI information can only be discussed with registered Sponsors who have NSVS Sponsor accounts. If you have forgotten your Sponsor ID or if you have registered for an account but not received your Sponsor ID yet, please contact our Enquiry Centre. You will be asked a number of questions to establish your identity. Once your identity has been confirmed we will inform you of your Sponsor ID.

• If you have not registered for an account please contact your authorising body or Departmental Security Officer: If you are MOD, a list of authorising bodies can be found on the Defence Net / UKSV Team site / Departmental Security Authorities link. Other government department sponsors should contact their DSO.

Vetting Applicant

If you are a Vetting Applicant please provide us with:

• Your full legal name and Date Of Birth on all correspondence
• Town of Birth
• Case ID if known.

Failure to pass the security questions will result in your request being refused.

Without the above information the UKSV Enquiry Centre is unable to respond to emails received and this will delay responses to your queries.

If you are calling in response to receiving a Reminder Email requesting urgent action - please fully check your Spam / Junk folders for the original request, before contacting the UKSV Enquiry Centre.

The telephone service remains the quickest route for a response for most customer enquiries, so please do direct your enquiries to the telephone lines where possible. Email traffic into the Enquiry Centre remains high, so we would ask customers to please refrain from chasing a response to email enquiries - either by phone or by email - where a two week period has not been exceeded. In some cases, you may experience an additional delay to response times, however, we are working hard to minimise this and ensure that all enquiries are answered as quickly as possible.

Please remember that Change of Personal Circumstance (CPC) and Security Appraisal Forms (SAFs) must be submitted to the dedicated Risk team inboxes, not the Enquiry Centre.

Please also note that the Enquiry Centre is also unable to view or reset PINs, Passwords or Usernames. This is a self-service function that will need to be done on the portal. If you are unable to log into the portal it is advisable to use ‘Forgotten Username’ before attempting to use ‘Forgotten Password’.

Enquiries Process

We would also like to remind you of the types of enquiries that should be directed to our other points of contact rather than the Enquiry Centre:

Enquiry	Next Steps
Vetting Status Information (VSI) requests	Please use VSI self-service and only contact the Enquiry Centre if this service does not provide the information you require.
Technical Queries	Email uksv-techsupport-grp@mod.gov.uk
Change of Personal Circumstances (CPC)	Email uksv-cpc-grp@mod.gov.uk
Security Appraisal Forms (SAFs)	Email uksv-saf-grp@mod.gov.uk
Subject Access Requests (SARs)	Please see Obtaining Personal Information Held By UKSV

Feedback

We welcome your feedback about the service we provide. Please contact us using the email address UKSV-ContactUs@mod.gov.uk.

Complaints

How to make a complaint to UKSV.