Using AI tools when contacting DBS
How to use AI tools safely and effectively when contacting DBS about applications, complaints or other enquiries.
Artificial intelligence (AI) tools, like ChatGPT, are increasingly used to help draft written communications. When you contact the Disclosure and Barring Service (DBS), you may choose to use AI tools to help you write letters, emails or complaints. This guidance will help you use AI tools safely and effectively.
Protecting your personal information
Do not share sensitive personal data with AI tools. This includes:
- your full name, date of birth or address
- your DBS application reference number
- details of criminal convictions or cautions
- passport, driving licence or National Insurance numbers
- information about other people
Instead, use placeholders like [my name], [the employer] or [the case worker].
AI tools may store or use the information you provide. Sharing personal data could put you at risk of identity theft or fraud.
How AI tools can help
AI tools can help you to:
- organise events in a clear timeline
- structure your questions or concerns
- write in simple, clear language
- explain how a situation has affected you
- make your text clearer and more professional
For example, you could ask an AI tool: “Help me explain what happened in a clear timeline without adding any new facts.”
Checking AI-generated content
You must check everything an AI tool writes for you.
AI tools can:
- make mistakes or include incorrect information
- invent facts that are not true
- misunderstand what you meant to say
- use the wrong tone
Make sure any text you send to DBS:
- is accurate and reflects what actually happened
- is in your own words and sounds like you
- does not include made-up details or exaggerations
- clearly explains your situation
If your correspondence contains unclear or inaccurate information, we may need to contact you for clarification. This could delay our response or any investigation into your case.
What AI tools cannot do
Do not use AI tools to:
- create false information or misleading statements
- get legal advice (speak to a legal professional instead)
- make decisions about your application
- contact DBS on your behalf
If you need help
If you’re finding it difficult to write to us or express your concerns, you can:
- Contact the DBS Customer Service team for support
- ask a friend, family member or professional to help you
- request information in an accessible format if you need it
We’re here to help. Contact us if you have questions about your application or need support with your correspondence.
Contact us
DBS helpline: 03000 200 190
Welsh: 03000 200 191
International: +44 (0)151 676 9390
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
Monday to Friday, 9am to 5pm (except public holidays)
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