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Guidance: United Kingdom Security Vetting: Contact Us

Cabinet Office

May 2
10:13 2023

Before contacting us

Before contacting the UKSV Helpdesk, 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 Helpdesk

The UKSV Helpdesk launched on December 12 2023, replacing the previous Enquiry Centre service provided by MOD. All vetting applicant and sponsor queries should be directed to the UKSV Helpdesk.

The UKSV Helpdesk is initially providing an email-only service. The new Helpdesk phone service is currently in a pilot phase and we look forward to offering this service from early summer 2023.

The new Helpdesk contact address for all vetting enquiries is uksv-helpdesk@cabinetoffice.gov.uk

The new telephone contact details for the Helpdesk will be shared on this page ahead of the launch of the phone service in early summer 2023.

Please use the Helpdesk address for all email enquiries includingthose enquiry types which were previously sent to the UKSV-TechSupport-Grp@mod.gov.ukmailbox.

Complaints should still be submitted to uksv-complaints@cabinetoffice.gov.uk

Help us to help you

The UKSV Helpdesk would like to help you with your query as quickly as possible. To help us do this, when contacting the UKSV Helpdesk please make sure you are prepared with all the necessary information:

If you are a Sponsor, please provide us with:

  • Your Sponsor ID. This is needed every time you need to contact us.
  • Subjects full name.
  • Subjects 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 the UKSV Helpdesk. 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 Helpdesk 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 Helpdesk.

Please note that a Change of Personal Circumstances (CPC) should now be submitted via the NSVS portal and not to the Helpdesk unless your organisation has alternative arrangements as set out in this guidance.

Security Appraisal Forms (SAFs) should be submitted via the sponsor portal if possible, please refer to the guidance here.

Please also note that the Helpdesk 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.

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

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 UKSV Helpdesk:

Enquiry Next Steps
Vetting Status Information (VSI) requests Please use VSI self-service and only contact the Helpdesk if this service does not provide the information you require.
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-complaints@cabinetoffice.gov.uk.

Complaints

How to make a complaint to UKSV.

Published 14 August 2019
Last updated 2 May 2023 +show all updates
  1. Contact info updated re anticipated launch timescale for the Helpdesk phone service

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