ShootCert does not offer a telephone enquiry service. Handling enquiries in writing keeps communication clear, accurate and traceable, while helping our team respond efficiently.
If you are an existing applicant, please use the feedback form in your Progress Dashboard. This is the fastest way to contact us about your application and ensures your message is linked directly to your case.
If you are not yet a customer, or you are contacting us on behalf of a GP practice, police force or another organisation, please use our contact form and select the appropriate option.
No problem - we've got two easy options:
Option 1 – Print yourself (recommended):
We'll email you a set of pre-written letters. Simply print them and hand-deliver them to your GP practice as soon as possible.
Option 2 – We print for you:
No printer? We'll print everything for you - letters, reminders and supporting documents - and post them to your home address. You then take the pack to your GP practice. Simply select our Print & Post add-on service when you apply.
If your GP practice tells you they haven't received our emails, or we receive a delivery failure notification, don't worry. Email systems can occasionally block or reject legitimate messages. In these situations, the quickest way to keep your application moving is to print and hand-deliver the pre-written letters we provide to your GP practice as soon as possible. This helps avoid unnecessary delays while ensuring your practice receives everything they need to process your Subject Access Request (SAR).
Tip: Always take some photo ID with you, as your GP practice may need to confirm your identity before processing your request.
The clock starts once your GP practice has confirmed receipt of your Subject Access Request (SAR) letters. From that point, the biggest variable is your GP practice, as they are legally allowed up to 30 days to provide your medical records.
This is why we strongly recommend applying as early as possible, particularly for licence renewals. Applying early provides valuable time to deal with any unexpected delays, such as:
- Your GP practice taking the full 30 days to respond.
- Missing or incomplete medical records that need to be requested.
- Practice staff shortages or other administrative delays.
- The time needed to securely compile and prepare large or complex medical records for our reviewing doctors.
Once we have received your complete medical records and they have been checked, we aim to issue your medical certificate within 5-10 working days.
For a full step-by-step guide to the process and expected timescales, please see our How It Works page.
No – we can’t accept medical notes by email. Scans or photos can’t guarantee the records are complete and unaltered. We can only use original, sealed copies sent directly from your GP (or handed to you, still sealed).
Most practices cooperate without issue – but occasionally a GP may try to charge a high fee. The BASC legal team and the Information Commissioner’s Office (ICO) are clear: a full set of notes is not considered excessive, and charges should only apply if a request is “manifestly unfounded or excessive.”
If your GP demands an unreasonable fee, we’ll push back. We have a proven process, backed by ICO guidance, to challenge unfair charges. We’ll give you ready-made complaint letters and handle the evidence for you. It can take time, but we don’t give up – and neither should you.
Yes – but there are strict rules.
- Direct from your GP: The safest route is for your GP to send the notes straight to us by tracked Royal Mail to:
ShootCert
PO Box 1700
NORTHAMPTON
NN2 1LE
(Couriers like DHL, DPD or Evri can’t deliver to PO Boxes.)
- Collected by you: If your GP hands you the notes, they must stay sealed in the GP’s original envelope. Don’t open them. Your GP may ask for ID or a quick consultation before release.
Breaking these rules can stop our doctor from completing your certificate.
Already holding a hard copy? [See this answer instead.]
For both first-time and renewal applications, police firearms departments now expect your entire medical history to be checked – even for renewals. To keep things consistent and avoid delays, ShootCert requires your full record for every application.
If you’ve used ShootCert before, we only need records back to your last consultation date, plus a reasonable overlap to ensure nothing’s missed.
Our pre-written consent letters explain this clearly to you and your GP once you apply and pay.
Usually, no. Police guidance says our doctor must get your notes directly from your GP, so we know they’re complete and authentic.
But there are a few exceptions:
- Hard copies: If you have them in your possession, they must be in the GP’s original sealed envelope, unopened. Put the sealed envelope in a sturdy padded bag and send by tracked Royal Mail to:
ShootCert
PO Box 1700
NORTHAMPTON
NN2 1LE
(Couriers like DHL, DPD, Evri can’t deliver to PO Boxes.)
- Digital files: We cannot accept PDFs or emailed files from patients – they can’t be verified as complete. If this is all you have, we must note to the police that the files came from you, which could cause delays or rejection.
- Physical media (CDs/USB): Occasionally GPs issue digital records on discs or USB sticks. These are acceptable only if still sealed by the GP. Send them in the same way as hard copies.
Your notes must always be the latest full record, not just a summary.
We usually get an acknowledgement from your GP when they receive your Subject Access Request (SAR), and we’ll let you know when we do.
If there’s no acknowledgement within 10 days, or if we still haven’t received your notes by day 25, you’ll get an email from ShootCert to prompt you to follow up with your GP.
If another 5–10 days pass without progress, tell us. We’ll provide you with a formal reminder letter for your GP, highlighting their legal obligation to respond.
If you hear back from your practice at any stage, please let us know so we can update your case file.
We work hard to keep our emails secure and reliable. All notifications from shootcert.co.uk are sent via SendGrid to protect our domain reputation and improve delivery.
Sometimes, though, email providers can be extra cautious, and our messages may land in your spam or junk folder.
If you still can’t find them, get in touch via our contact form and we’ll happily resend anything you’ve missed.
Refunds are rare, but here’s how it works:
If we can’t issue a certificate because your medical history is unusually complex, we’ll refund you in full – no problem. Please see our full Terms (Section 8) on what options are available to you in this situation.
If you change your mind after paying, we can’t refund you. As soon as your payment is made, the process starts instantly – letters go out, your GP is contacted, and multiple parties are notified. Once this happens, it can’t be reversed. Please read our Cancellation and Refund Policy Terms (Section 10).
Please read the full guidance here: https://www.shootcert.co.uk/refunds-and-cancellations/