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Frequently Asked Questions

We’re committed to professionalising the security operative industry – to make it a better, fairer place for both clients and security operatives – we work in a transparent way, with an attitude of mutual respect and fair play.

Our FAQs page is designed to answer some of the key questions you may have. If you cannot find your answers here, please contact us at and we will get back to you as soon as possible.

No, Surely is not an agency, it is a marketplace like Airbnb, Autotrader or Checkatrade. We’re here to provide an environment that, for the first time, puts security operatives back in control of their working lives.

Surely always protects your best interests. We streamline the recruitment process so that more money ends up in your pocket, and you get the chance to showcase your knowledge and expertise to clients who want a more professional service.

Surely is committed to improving the way in which security operatives and clients interact with each other in a more respectful way. Our Code of Conduct is a meaningful expression of our genuine desire to recognise professionalism and reward excellence.

Surely is owned and run by two sisters whose father has worked in the security business for over 20 years. As well as sharing his passion for the industry, they also understand the technology infrastructure needed to transform the way the security industry works for the benefit of all parties. 

No, not at all. Although Surely is an online platform, there’s always going to be a human on hand behind the scenes to help whenever you need it – be that by text, call or video. We combine helpful people with clever technology to deliver the best possible outcomes.

Yes, you will need to upload a valid SIA licence before you can apply for any jobs posted on Surely. We will also ask you to upload proof of ID, right to work in the UK, and home address details to verify your credentials, in line with current BS7858 requirements.

No, you will be self-employed, which means you’ll be working as a sole trader, and you will need to add your UTR number or company number when you sign up. As a freelancer, you are responsible for paying tax on any income earned through the platform. 

Surely has set a minimum hourly rate for each SIA licence, and these rates will fluctuate in line with market forces. Clients can pay more than this if they wish to do so there is no upper limit to what you can earn. 

We charge a service fee that is applied to both clients and security operatives for each job. We may vary these rates over time to reflect market forces, and we may offer favourable terms to loyal users of the platform on both sides.

Surely allows you to set up your own personal profile, a bit like you might do on a dating app. You can upload photos and a video introducing yourself to clients. We encourage you to write a bio outlining your skills and experience, and you can also add your CV and letters of recommendation too.

Yes, we want you to upload all relevant qualifications, such as first aid, mental health awareness and advanced driving skills. Surely is committed to supporting security operatives who are passionate about delivering professional standards, by investing in their continual personal development.

Yes, Surely allows you to identify any industry sectors you are experienced in or wish to work in so that you can choose the work that best suits your needs and wants at any time. Surely is all about putting you back in control of your working life.

No, we don’t offer SIA training. However, we will provide a list of the best training companies in the UK for you to consider, and we will continually monitor this list to ensure that it is always up to date and always providing you with the best possible advice.

Yes, Surely has created SurelyPro badges to raise awareness of key areas that we believe are really important: dealing with vulnerable people, use of equipment, customer service, conflict management, disability focus and substance awareness.

Anything else? 

Yes, we’ve also developed another concept that we call our Inclusivity Pledge, which demonstrates your understanding of, and commitment to, the fundamental principles outlined in the Equality Act 2010, which is all about respecting and supporting diversity. 

You need to watch a video and/or read a PDF and complete a short multiple choice test. For each test you successfully complete, the appropriatea badge will be added to your job profile. The videos and tests have been created by an SIA-approved training provider. 

No, we don’t provide security equipment. However, we will provide a list of the best manufacturers and suppliers of security equipment in the UK and continually monitor this list to ensure that it is always up to date, thereby providing you with the best possible advice.

Clients post a job that will provide full details of a particular task – including location, rate of pay, dates and times, roles and responsibilities, and so on – you can contact the client if you need to discuss anything – and apply for the job post if you wish to do so. 

You will need to submit a response to a job post to introduce yourself to the client. This will give you the opportunity to explain why you should be considered for the job, highlighting any experience, knowledge and qualifications that you feel are relevant for the task.

Surely allows you to communicate with the client quickly and easily within the platform by chat, audio or video as suits you best. This also protects you in the event of any dispute, both legally and financially, by ensuring there is a digital footprint of all your communications.

The client may check out your personal profile, to help decide if you are the right person for the job. They will have the opportunity to read any reviews you have received for other client jobs delivered via the Surely platform too.

Our reviews take into account six factors that focus on professional excellence and which highlight the qualities we know that clients look for in a security operative – punctuality, communication, helpfulness, professionalism, positivity and dress code.

There may be times when a review might be unfair. We have an arbitration service in place for dealing with situations such as this – reviews deemed to be inaccurate will be removed from your profile to ensure you are not unfairly penalised. 

Yes, absolutely, we will ask you about your experience after every job, and you will always have the opportunity to provide feedback. If you wish us to do so, we will share your feedback with the client to help them to understand any issues they may wish to address.

Surely promotes the most reliable security operatives who consistently turn up for jobs they are booked for. Cancellations within 24 hours of the booking will be visible to clients on your profile. We have an arbitration service that will remove “no shows” if you can prove mitigating circumstances.

Clients deposit an agreed percentage of the expected total income when confirming your booking, and this deposit will be released within 5 days of job completion. The remainder will normally be paid into your bank account within 10 days, but always within 30 days, depending on agreed terms.

Yes, you will see the payment terms for each job posted. It is up to you to decide if you are happy to wait to be paid. Please note that all payments will need to be made in full by a client within a maximum of 30 days after a job has been completed, you will never have to wait longer than this.

We will vary the deposit from 0% to 100% depending upon each client’s status. The largest and most reputable clients will be approved for a smaller deposit, whereas smaller and more risky clients will be asked to pay a larger deposit. We continually vet clients to protect your best interests at all times.

As long as we have a digital footprint of every communication within the platform, Surely will take all reasonable steps to recover any outstanding sums on your behalf. This may include suspending clients from the platform and/or taking legal action to recover monies owed if they refuse to do so. 

Yes, the client can filter security operatives on Surely to find those who best meet their needs for a specific job. They can also get in touch with you directly without posting a job if they wish to do so. This would normally be the case when you have worked together previously. 

Yes, you can use our Instant Book function, which highlights to a client that you are available for work today. We will send you a notification each morning, and you get to decide if you wish to turn it on or off at any time during the day. 

Sometimes a client will need to use our Emergency Hire service to find someone quickly, usually because someone has let them down at short notice. You will be sent a notification whenever a client selects the Emergency Hire function for a job post. You can apply in the normal way. 

Yes, you get to decide when and where you work, and that means anywhere in the UK. If you just want to pick up local work, that’s perfectly OK but, if you like the idea of travelling – perhaps to work on festivals and at events of particular interest to you at certain times of the year – that’s fine too. 


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