Your CitizenCard with its PASS hologram is recognised as valid ID by the Home Office, the Scottish Government, the Association of Chief Police Officers (ACPO), the Security Industry Authority (SIA) and the Trading Standards Institute (TSI).

PASS is supported by all major trade associations in the retail and night time economy sectors. The PASS hologram is widely promoted in outlets adopting a ‘Challenge 21’ or ‘Think25? policy, so retailers are familiar with the hologram.

In addition to the PASS hologram your CitizenCard also displays a holographic overlay, which includes images of the PASS logo, and UV (ultraviolet) marks on both sides of the card.  So the card is virtually forge-proof.

Home Office Minister, James Brokenshire MP, reassured retailers on 21^st September 2010 that:

"accepting a PASS hologram card which carries the bearers image and acceptable date of birth is due diligence."

On 4^th October 2010 Chief Constable Jon Stoddart, ACPO Licensing Lead, reiterated police support for PASS – and warns against using passports as ID:

“PASS gives young people a convenient means of proving their age and offers retailers a reliable means of ensuring that they are exercising due diligence at the point of sale. ACPO advises against the practice of carrying valuable ID such as passports for alcohol related purchases; if lost or stolen such documents can be of use to criminals as well as causing inconvenience and expense to those who have to replace them.”

If, despite these endorsements, your CitizenCard is refused by a retailer, bar staff or door staff this should be notified to contact@citizencard.com.  Be certain that the reason you were refused a sale or admission was that the card was not recognised as valid ID. 

The following information is required:

• Your details – name, address, contact number and email

• The name/address and telephone number of the outlet/venue where you were refused

• The date and time

• Who refused you e.g. shop assistant/door staff/bar staff/manager – if possible the name of the person

• The reason given for the refusal

• Any other useful information that can help the investigation

CitizenCard/PASS will contact the outlet/venue on your behalf to investigate why the card was refused and will report back to you the findings.

In some cases the matter can quickly be resolved, for example in the case of genuine error in refusing a card contrary to premises or company policy.  In other cases we need to involve local trading standards, police or licensing personnel to achieve a major shift in corporate policy.

If you do experience a refusal please do report it so that you and your fellow cardholders can benefit from our investigative work.

Although we try and resolve the matter positively it is always the right of any premises to refuse a sale or admission irrespective of the validity of the ID presented.