For further information about the Horizon IT Scandal, please visit our corporate website

Common in-Branch Verification Service Questions

  • We can conduct identify verification checks face to face in selected Post Office branches. 

    If you’ve received a letter requesting one, please bring it in along with the documents listed on it. 

    The team in branch will check and digitise your documents. Then they’ll hand back the originals and a receipt. This means you can keep the documents safe. There’s no need to post them.  

    A specialist team will then process the results of the in-branch and any other back-office checks. They’ll send the results directly to the organisation that requested the checks from you. 

  • We accept most documents that are commonly used to verify identify in the UK. The letter you received details which documents you’ll need to bring. Checks can’t be completed without these correct documents and substitutions aren’t permitted.

  • The name and address on all documents you bring into branch must match your letter exactly. Any documents that aren’t in your current name or address will be rejected. If you notice this is the case, please contact the organisation who requested the check to correct your application details. 

  • No. We don’t accept photocopies or printouts of any document. They must be original documents. If you don’t have an original document you need, we recommend you ask its issuer – eg your bank or local council – to send a new one.

  • You can visit any branch that offers our in-branch verification service, not just the one shown on your letter. Not every Post Office branch can provide this service. Please use our branch finder tool to check which branches do.  

  • When you’ve finished in branch, you’ll receive a receipt to confirm your documents have been checked. The results of the transaction will then be sent to the requesting organisation, typically within minutes. If they’re having trouble locating these results, please contact them and provide the reference number from your receipt so they can investigate further.

  • Check your letter for the fee you can expect to pay in branch for using this service. We accept cash, debit card or credit card payments for in-branch verification.

  • Your documents will be checked by a combination of technology and human document specialists. This will usually be done within a few minutes of the transaction. In some cases, where the requesting organisation requires other back-office checks, it may take up to a few hours.

Contact Post Office about in-branch verification

If you have a question, feedback or complaint about this service or your experience in branch, here’s how to tell us.

Send us a message

Please complete our enquiries form to tell us what you’d like to know or share feedback on your experience.

Make a complaint

If you’re not happy with your Post Office experience, please let us know and we’ll do our best to put things right.

Business enquiries

Want to know more about Post Office identity services and how these can help your business?

Find out more

Learn about our full range of online and in-person identity verification and authentication services.