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Defra responds

In response Defra say "we know from customer feedback not everyone is getting through GOV.UK Verify at this stage – we’re using feedback from customers to continue to develop and improve the service."

Nobody is excluded from the service if they can’t register. The certified companies have telephone helplines you can call if you have problems. The registration packs also have helpline details.

The security questions asked by certified companies are all based on information they already hold about you and they are just asking you to confirm these details are right, so they know it is you sitting at the computer.  In answering the questions customers are not providing the companies with new information about themselves. The questions are varied and detailed in order to meet modern security standards suitable for the levels of financial transaction involved in making payments under CAP schemes.

We have produced some ‘hints and tips‘ to help customers prepare.