Accessibility Support
Information about accessibility of the Disclosure and Barring Service's services and documents.
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Please note that this page specifically concerns information around the accessibility of DBS’ services and documents for the benefit of our customers
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For accessibility specifically concerning GOV.UK, please visit Accessibility statement for www.gov.uk
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For the Accessible Documents Policy, visit: Accessible documents policy - Disclosure and Barring Service
Introduction
The Disclosure and Barring Service (DBS) is dedicated to ensuring that our services and documents are accessible and usable by all, reflecting our commitment to equality and customer experience.
As a public sector organisation, DBS acknowledges its statutory and legal obligations to promote equality of opportunity and consider the diverse needs of our customers and service users, as well as our employees.
The DBS 2028 strategy outlines DBS’s vision for accessibility, emphasising the importance of removing barriers and providing accommodations so that everyone, regardless of their abilities or disabilities, can fully and equitably participate in its services.
Over the three year strategy period, DBS aims to be responsive to the evolving needs and expectations of both staff and customers, fostering an inclusive culture through engagement and data capture opportunities. By actively developing policies and service changes, DBS seeks to improve understanding and track the impact on diverse backgrounds.
The organisation is committed to being an instinctively inclusive workplace, recognising and celebrating individual differences while enhancing customer service.
Compliance with equality, diversity, and inclusion (EDI) related legal obligations remains a priority, ensuring a wholly inclusive environment both internally and with stakeholders.
Making DBS Accessible for Everyone
Commitment to Accessibility
DBS is dedicated to ensuring that our premises, services, products and equipment are accessible to everyone, regardless of their abilities or disabilities.
This commitment is rooted in our statutory and legal obligations to promote equality of opportunity and consider the diverse needs of our employees, customers and service users.
Our strategy 2025-28 outlines specific equality objectives aimed at fostering an inclusive culture, improving understanding through engagement and data capture, and ensuring compliance with EDI related legal obligations.
By removing barriers and providing necessary accommodations, DBS strives to create an environment where all individuals can participate fully and equitably.
How we support service users
DBS is committed to providing accessible services for all customers, including those from underserved communities. We actively seek feedback through customer and employer surveys and our User Research group to identify opportunities for improvement.
Our Customer Service team can provide alternative document formats on request, whilst the Support, Accessibility, and Reasonable Adjustments (SARA) team works closely with customers to offer services that meet individual needs, in line with legislative requirements.
The information on this page is designed to signpost customers to the appropriate accessibility support so that they can get the support or adjustments they need.
Contact information for Accessibility Support
Contact information signed in BSL:
Contacting the Disclosure and Barring Service (signed in BSL)
To request a document in an accessible format, request accessibility support or report accessibility issues you can contact DBS services via the below channels.
In all instances where you need or want to phone DBS, please use the following contact numbers, where our customer service staff can connect you to the appropriate support.
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Telephone: 03000 200 190
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Minicom: 03000 200 192
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Email: customerservices@dbs.gov.uk
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Postal Address:
Customer Services
Disclosure and Barring Service
PO Box 165
Liverpool
L69 3JD
If you require our Sensitive Applications process, you can use the contact numbers above, or you can use the following channels:
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Email: sensitive@dbs.gov.uk
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Postal Address:
Sensitive Applications
Disclosure and Barring Service
PO Box 165
Liverpool
L69 3JD
Accessible Content
DBS follows best practice in accessible documentation, in line with our Accessible Documents Policy.
DBS has also created an Inclusive Language Guide and Guide to Creating Accessible Content, both of which are regularly maintained and reviewed through the EqIA process.
DBS is committed to meeting accessibility regulations and continuously improving our services. For more details on our approach, see the Accessible Documents Policy and the Government Accessibility Statement.
Testing and Improvements
DBS is committed to continuously improving the accessibility of its services and documents. In line with the GOV.UK Service Standard,, we follow the Government Accessibility Requirements to ensure our services are inclusive and usable by everyone.
To meet these standards, DBS ensures that all services:
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Comply with the Web Content Accessibility Guidelines (WCAG) 2.2
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Publish a compliant accessibility statement
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Include users with disabilities in user research
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Are tested with common assistive technologies
All Managing Editors responsible for publishing DBS content on GOV.UK are required to complete comprehensive training provided by the Government Digital Service (GDS).
This training reinforces the importance of accessibility and ensures that staff understand how to implement and maintain accessible content.
DBS also uses Equality Impact Assessments (EqIAs) to evaluate the inclusion and accessibility implications of service changes. Staff are supported by the EDI team and have access to a comprehensive repository of guidance and training materials to ensure inclusion and accessibility is considered at every stage of service development.
While DBS currently meets all Government Accessibility Requirements, we are committed to ongoing improvement. We actively identify and address barriers to accessibility, seeking innovative solutions to enhance inclusion and ensure that all users can access our services with confidence.
If you have any issues using any of our digital services, please use the contact information above to request support or provide feedback.
Related resources
You can find our full suite of BSL videos here: