Most DBS certificates are produced quickly, and without any problems. But there are many reasons why you might want to get in touch with the DBS Service. Perhaps you want to query the progress of your application. Other people might have a technical question about their address history. There are various ways of contacting the DBS. Some, it’s fair to say, are more convenient than others.
DBS Service Helpline
One of the most useful ways of getting in touch with the DBS is over the phone. The beauty of picking up the phone and speaking to an advisor is that you can get an expert answer to even the most technical question. If you’re not sure how to accurately reflect your address history on the application form, then call and ask. If you guess and get it wrong, then the consequence is that your application gets held up while they write to you with a query. The DBS helpline can give general advice on what sort of jobs require a DBS check too. The downside to the helpline is that it is only available 8am to 6pm Monday to Friday, and between 10am and 5pm on a Saturday. If you’re working full time, it can be hard to find the time to make the call.
The helpline number is 03000 200 190. Calls are charged at standard landline rates. If you are calling from overseas, the number is +44151 676 9390. Charges will vary depending on your local telephone provider. When you call, you may be asked some security questions to verify who you are. The DBS also records calls to its helpline number. Welsh speakers can call a Welsh language helpline should they wish to do so.
If telephoning isn’t convenient, then there is also an email customer services option. The obvious advantage to emailing is that you can get in touch at any time which is convenient to you. It’s also free to send emails, and receive a response. However, you don’t get a response right away, and it might take a few emails back and forward to get to the bottom of what you’re asking. Maximise your chances of getting a prompt response by giving as much detail as you can on your email. You will need to give your full name, address and telephone number on your email if you have a question about your application. If you’ve already submitted an application, include any reference codes you’ve been given.
The address for email enquiries is [email protected].
Other Communication Methods
If all you’re wanting to do is track the progress of your DBS certificate through the system, then use the DBS online tracking service rather than emailing or calling for updates. This service allows you to see how your application is moving through the various stages. In addition, there are separate helplines for enquiries about Barred Lists, or to appeal against information shown on your DBS certificate. If you prefer old school methods of communication, there is also a postal address for the DBS customer services department in Royal Wootton Basset, Wiltshire.