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Customer service

We understand how our services can have a huge impact on your business and recruitment. This is why we have revised our Service Level Agreements (SLAs) for new contracts, to clearly define the level of service you will receive from us and the time frames in which we will endeavour to turn around applications.

The table below shows the type of vetting service and the maximum number of days we would expect to complete this.  

Type of vettingCompletion time SLA
NPPV 222 Days (max)
NPPV 337 Days (max)
NPPV 3 + SC50 Days (max)

Please note: an SLA will only start once a complete and comprehensive application has been received by a Case Officer. If a Case Officer has to contact the applicant for additional information the SLA will start when the Case Officer has received all the required information.