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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.

Use this online form if you need to complain to DBS. You will need:

  • any relevant reference numbers, for example a DBS application reference
  • details of your complaint
  • to tell us how you want us to resolve your complaint

If you are a Registered Body you will also need your:

  • Registered Body number
  • Countersignatory number

You will get an email to say we have received your complaint within one working day. We aim to send a full response by email within 6 working days.

If you are planning to use an AI tool such as ChatGPT to help you write your complaint, read our guidance on using AI tools when contacting DBS.

Start a complaint

Who can complain

You can complain about your own DBS check. Only Registered Bodies can complain about another person’s DBS check.

Employers and individuals who are not Registered Bodies should ask the applicant to contact DBS themselves.

Other ways to complain

You can also send your complaint by post.

In your letter you must include:

  • your full name, address, and postcode
  • any relevant reference numbers, for example your DBS application reference
  • your phone number and email address, if you have one
  • full details of your complaint
  • how you want us to resolve your complaint

Post your complaint to:

DBS Customer Services
PO Box 165
Liverpool
L69 3JD

You can also phone us to discuss a complaint:

DBS helpline:

03000 200 190

Relay UK (if you cannot hear or speak on the phone):

18001 then 03000 200 192

British Sign Language (BSL): download or log in to Convo

Disputes and appeals

You cannot use the complaints process to:

  • dispute a mistake on your DBS check
  • appeal a barring decision made by DBS

You should report a problem with a DBS check or barring decision instead.

Complaint Policy

You can read the Complaint Policy (PDF, 191 KB, 12 pages) for information on:

The policy outlines:

  • how the complaints process works
  • when you will get a response
  • what to do if you are not satisfied with the response

Unreasonable Behaviour Policy

The DBS Unreasonable Behaviour Policy (PDF, 93.7 KB, 5 pages) explains what DBS considers to be unreasonable behaviour.

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