Blocked by Bureaucracy: A Cautionary Tale of Digital Identity Verification Gone Wrong
In early June 2025, I attempted to complete a new legal requirement: verifying my identity with Companies House under their recently introduced rules for company directors. As a British citizen with a valid UK passport and a longstanding directorship record, I expected this to be straightforward.
Instead, I found myself locked out of the process due to flawed system design, zero accountability, and a rigid reliance on automation that offers no escape hatch when it fails.
A System That Denies Access
Companies House now mandates that directors verify their identity through GOV.UK One Login, managed by the Government Digital Service (GDS). There are three free verification routes:
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The ID Check app (passport + facial recognition),
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The Post Office route, and
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Security questions (offered only in some cases).
I attempted the ID Check app. It failed without explanation. When I logged back into GOV.UK One Login, I was told the Post Office route was not available. I retained a screenshot of this notice. I was not given the option to proceed at a local branch, and the “security questions” route was also never offered.
In effect, I was blocked from all free options — by the system itself — with no clarity, no workaround, and no appeal.
No Help, No Override, No Responsibility
Companies House confirmed to me in writing that:
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They are not told why a verification attempt fails,
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They cannot reset or enable other routes,
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They suggest using an Authorised Corporate Service Provider (ACSP) — a paid agent — as the only remaining option.
In other words: "We required you to verify, we outsourced it to a third-party system, and now we can't help you."
The Cost of Bad Design
My accountant, a registered ACSP, offered to complete the verification for £70 + VAT — a fair professional rate. But the issue is bigger than cost. The government has created a legal obligation, delivered through a system that can quietly fail legitimate users, and offers no backup plan.
This is not a technical hiccup — it's a governance failure. Companies House implemented a rigid, automated process without defining how to support valid users when the system fails. No manual override. No human review. No accountability.
What I’ve Done So Far
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Submitted formal complaints to Companies House and GDS,
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Sent Subject Access Requests (SARs) to both under UK GDPR, requesting all data and logic used in the identity decision,
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Maintained a detailed timeline of interactions and failures.
What Comes Next
If the matter isn’t resolved, I will escalate to:
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The Information Commissioner’s Office (ICO) for possible data rights violations,
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The Parliamentary and Health Service Ombudsman, for systemic maladministration,
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And my MP, to raise questions about public accountability.
🧠Lessons for Others
If you're a UK director and your verification fails or is blocked:
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Keep evidence (screenshots, emails, dates),
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Submit a SAR — you have a right to know how your data was processed,
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Challenge the process — don’t accept silence from a system that was designed without safeguards.
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