fREQUENTLY ASKED QUESTIONS

• Why do I need a CitizenCard ?
• Is CitizenCard widely-recognised ?
• Can anyone apply ?
• Can I apply for my whole family?
• How do I apply for a card ?
• What exactly do I need to send with my application form?
• How much does a CitizenCard cost (UK)?
• How do I pay?
• I haven’t received my card, what do I do?
• My card has been refused, what can I do?
• I live outside the UK, can I still apply for a card?
• How long does an application take?
• I need my card more quickly, how can I get an Instant Card?
• Does my card ever expire ?
• What happens if my card is lost or stolen ?
• Where is CitizenCard accepted?
• How does CitizenCard verify applications ?
• Who can be a referee?
• If my application for a card is not processed, will I be eligible for a refund?
• Are my personal details kept private once I give them to you ?
• How do I opt out of communications with CitizenCard?
• Who runs CitizenCard ?
• How do I complain if I believe CitizenCard has failed me?
• As a retailer or licensee, how do I encourage customers to use CitizenCard?

• Why do I need a CitizenCard ?
  
  Many organisations need to be sure of your age or identity. Using a CitizenCard is voluntary, but it can make life much easier. Even if you have a passport or driving licence, CitizenCard means you can leave these more valuable documents safely at home. Using a CitizenCard means that you can access the products and services to which you are entitled.
• Is CitizenCard widely-recognised ?
  
  Most shops, pubs, clubs, airlines (domestic flights) and other organisations recognise CitizenCard as valid photo-ID or proof-of-age. As a scheme audited by the Trading Standards Institute CitizenCard was the first scheme to carry PASS (Proof of Age Standards Scheme) accreditation, supported by the Home Office.
• Can anyone apply ?
  
  Babies, children, adults - anyone can now obtain a CitizenCard. If you are under 16 you will need parental consent.
• Can I apply for my whole family?
  
  Not on one application form – each individual will need to complete a form and provide a referee.
• How do I apply for a card ?
  
  
  
  APPLY HERE
  
  You can apply here by downloading an application form(PDF format) or collect one from most supermarkets, convenience stores, off licenses, post offices or newsagents.
  
  Complete the form and send it to CitizenCard with your payment.
  
  

•   What exactly do I need to send with my application form?

  To avoid any unnecessary delays in producing your card please ensure you have completed the application form in its entirety, and read and understood each section of the form carefully.   Please enclose

  1. Two Photos signed by an eligible referee.
  2. Photocopy of your birth certificate, passport, driving licence, medical card etc. Please DO NOT send original documents.
  3. Your payment
  4. Urgent applications only – Proof of address must be a utility bill, mobile phone bill etc.
     
     
• How much does a CitizenCard cost (UK)?
  
  The standard cost of a CitizenCard is £9. Urgent applications are £24.
  
  Application forms for half price cards for over 18s are available from all branches of the following partner companies:
  
  One Stop
  JD Wetherspoon
  Thresher
  Ladbrokes
  William Hill
  
  

•   How do I pay?
  
  Payment must be made by credit/debit card, postal orders and cheques.  If you send a postal order or cheque please make them payable to Citizencard Limited.  Please do not send cash.
    

•   I haven’t received my card, what do I do?
  
  Please ensure you include your full name, Date of Birth and home address, (and reference number if available) in all correspondence. If you have applied for an urgent application and have not received your card please have your Special Delivery number to hand when you call.   

•   My card has been refused, what can I do?
  
  If your card has been refused you may inform PASS directly http://www.pass-scheme.org.uk and complete a refusal letter.  Alternatively you may inform us at contact@citizencard.com and we will investigate the matter.

•    I live outside of the United Kingdom, can I apply for a card?
  
  You can only apply for a CitizenCard if you live in the United Kingdom.

•    How long does the application take?  
  
  Please allow up to 21 days for a Standard £9.00 application and up to 3 days for an Urgent (£24) application. All urgent applications MUST be sent by special delivery. Please be aware that occasionally we may be unable to contact a referee and this may slow down the process, this is particularly pertinent during school holidays if you teacher is your referee.   

•   I need my Card more quickly. How do I get an Instant Card?
  
  You can obtain an instant CitizenCard either by making an appointment to attend our London office, (6 Leeward House, Square Rigger Row, Plantation Wharf, London SW11 3TX) or our Chester office (5 Minerva Court, Minerva Avenue, Chester CH1 4QT).
  
  You will need to bring original ID plus a recent utility bill in your or your parent’s name. We do not require a photo (as this is taken on site). This service is £40 payable by postal order or cash only. Please mail contact@citizencard.com to make an appointment.

• Does my card ever expire ?
  
  No. Your card is valid for as long as you wish to use it. Many cardholders, in particular children and teenagers, wish to renew their card after about two years because the photo looks out-of-date or the signature has changed.
  
  A renewal card can be obtained for £10 (UK). You need to post us your existing card with details of any changes (new photograph/signature or name). You should post this with your name, address, phone and credit or debit card number and expiry date (or if you prefer you can phone payment details to
  
  0870 900 9930 (from within the UK).
  
  Address: RENEWALS, CitizenCard, PO Box 3582, Chester, CH1 9HY.
• What happens if my card is lost or stolen ?
  
  You should notify us immediately if your card is lost or stolen. Someone who finds your card may attempt to use it for their own purposes. We can issue you with a replacement card (see above).
• Where is CitizenCard accepted?
  
  All UK retailers, pubs, clubs and other establishments are advised by the Police, Trading Standards and government to accept any proof-of-age card that bears the PASS (Proof of Age Standards Scheme) hologram, including CitizenCard. If you have problems using your CitizenCard please contact us.
• How does CitizenCard verify applications ?
  
  We verify every application to check age and identity. The precise details of how we do this are confidential. We use various tools such as electoral registers, address files, credit reference agency files and WorldPay. We also telephone your referee, whose identity we confirm.
• Who can be a referee?
  
  If applicants are in full-time education at school, college or university their form teacher or tutor must act as their referee. For all other applicants the permitted referees are: doctors, dentists, bank managers, solicitors, accountants, MP's, sherriffs or any police officer or civil servant who can confirm the applicant's identity and age. A relative of an applicant cannot act as referee even if they fit one of the above categories. Referees must be over 18.
• If my application for a card is not processed, will I be eligible for a refund?
  
  If we have been unable to process an application because of a fault that the applicant has made then we will be unable to refund the cost of the application, most of the cost charged to applicants is to cover the processing and verification of the application. If CitizenCard Ltd. is at fault then a full refund will be given.
• Are my personal details kept private once I give them to you ?
  
  All your personal details are kept on our secure database which is not connected to anything else. We do not pass on any of these details to any third party. We comply with the privacy and data protection laws of the United Kingdom Government, which are among the world's toughest. We keep your details on our database so that if someone queries your card we can confirm that you are a legitimate cardholder. If your card is lost or stolen, these details will also mean we can produce a replacement card quickly.
• How do I opt out of communication from CitizenCard?
  
  If you are a cardholder, we maintain your personal details on file so that we verify your identity if you need to contact us to obtain a replacement or renewal card. We may also, from time to time, contact you regarding CitizenCard offers and special deals including the chance to win prizes by taking part in CitizenCard VOICE, our market research programme.
  
  We never pass on your details to any third party. However, we recognise you may not wish to receive any information from us in which case please email ccoptout@citizencard.com
  
  Please ensure that you provide your full name , your card number and your date of birth. We will then remove you from our database and will email you to confirm we have done this.
• Who runs CitizenCard ?
  
  CitizenCard is a not-for-profit organisation registered in England as a company limited by guarantee. The scheme's guarantors are commercial organisations that wish to develop a comprehensive and autonomous photo-ID and proof-of-age scheme. Association of Convenience Stores, Camelot, Experian, Ladbrokes, National Federation of Retail Newsagents, Somerfield and Tobacco Manufacturers Association.
  
  If you are a commercial organisation with a legitimate interest in promoting the objectives of CitizenCard, and if you are interested in applying to join the Board of CitizenCard, or otherwise helping to promote the scheme, please email contact@citizencard.com or write to:
  
  CitizenCard, 6 Leeward House, Square Rigger Row, Plantation Wharf, London SW11 3TX for more information.
• How do I complain if I believe CitizenCard has failed me?
  
  In the first instance, email your complaint to contact@citizencard.com . We will acknowledge your complaint within one working day. We will attempt to respond fully to your complaint within 3 working days. If you remain dissatisfied with CitizenCard's attempts to resolve your complaint, you can write to:
  
  Chief Executive, CitizenCard, 6 Leeward House, Square Rigger Row, Plantation Wharf, London SW11 3TX.
  
  CitizenCard is legally required to comply with the terms of the trade and consumer protection laws of the United Kingdom.
• As a retailer or licensee, how do I encourage customers to use CitizenCard?
  
  Please refer to the Retailers section.