Complaints procedure
Find out how to complain to the Disclosure and Barring Service (DBS) and how we deal with complaints.
The Disclosure and Barring Service (DBS) is committed to providing a high quality and consistent service. We welcome your feedback and aim to help resolve your complaint as quickly as possible.
How to complain to DBS
Use this online form to complain to DBS. You will need:
- any relevant reference numbers, for example a DBS application reference
- details of your complaint and what you would like us to do to resolve it
If you are a Registered Body you will also need your:
- Registered Body number
- Countersignatory number
We will email you to say we have received your complaint in one working day. We aim to provide a full response by email within 6 working days.
Other ways to complain
You can also submit your complaint by email or post. First download and complete the .
Send your completed form to us by:
- email: dbscomplaints@dbs.gov.uk
- post:
DBS Customer Services
PO Box 165
Liverpool
L69 3JD
If you are unable to download the complaint form, please provide the following information in your email or letter:
- your full name, address, and postcode
- any relevant reference numbers, for example your DBS application reference
- your phone and email contact details
- full details of your complaint
- how you would like us to resolve your complaint
You can also call us on 03000 200 190 to discuss a complaint.
Disputes and appeals
You cannot use the complaints process to dispute a mistake on your DBS check or to appeal a decision made by DBS. You should instead follow the steps in our appeals and disputes guidance.
Complaint Policy
More information about the DBS complaint procedure can be found in our .
The policy outlines:
- how our complaints process works
- when you can expect a response to your complaint
- what to do if you are not satisfied with the response
Unreasonable Behaviour Policy
DBS also has an which explains what what DBS deems as unreasonable.