Disclosure Services Ltd are dedicated to providing excellent Customer Service, we take great pride in delivering an exceptional customer experience, every time, without exception.

Our Complaints policy is in place to ensure any complaints received are handled in an efficient, effective, consistent, transparent and timely manner, and are dealt with fairly.

Any person or organisation using our services is entitled to make a complaint if they feel that they have just cause to do so.

Disclosure Services will aim to provide a complaints management procedure that:

If you make a complaint to Disclosure Services, you can expect that we will:

The following outlines our policy and procedures for the handing of both verbal and written complaints:

If you have a complaint regarding any aspect of your account or dealings with Disclosure Services, we urge you to contact our Customer Service team in the first instance. Our objective is always to resolve any complaints immediately.

If after discussing your complaint with one of our expert Customer Service team you are not satisfied with the response given, then please click here to submit your complaint.

A complaint register will be kept by Disclosure Services, recording the following information:

Information relating to complaints will be kept for 7 years.

The complaints register and associated information / files will be confidential and access restricted to the CEO, Head of Operations & Customer Service, and the Compliance Manager.


Important considerations before you begin

Before you start your Individual Basic DBS Check, it is extremely important that you ask yourself the below questions and fully read the information carefully.

1. Am I applying for my DBS Check in the right place?

If you have been asked by an organisation that is registered with Disclosure Services to conduct a DBS Check, you will need to log into our Client Portal here rather than applying for an Individual Basic DBS Check.

The organisation that has asked you to complete a check will be able to provide you with the logins that you need to gain access to the portal.

Should you continue to proceed and pay for an Individual Basic DBS Check through this portal, your check will be processed by our team and the information will be sent to the DBS for which we will be invoiced.

We will be unable to offer you a refund for applications that have been submitted through the wrong portal or that you no longer require.

2. Am I able to get my identity verified by a Registered Professional?

As part of your application, your identity will need to be verified by a Registered Professional, somebody that has one of the job titles listed here.

COVID-19 : We understand that due to COVID-19, this has become somewhat of a difficult process for people. However, it is incredibly important that you do not progress with your application unless you are able to get your documents verified by a Registered Professional.

Most Registered Professionals will not charge you for this service, but we always recommend asking one that is familiar to you to be sure.

We will be unable to offer a refund for applications that cannot be completed due to an individual being unable to verify their identity.

3. Will I need a paper copy of my certificate in the future?

When completing your application, you will be asked whether you want to receive a ‘Digital’ copy of your certificate or a ‘Paper’ copy.

If you choose to receive a ‘Digital’ copy of your certificate, you will be unable to request a ‘Paper’ certificate at a later date.  The DBS will send you a letter by post to your current address containing an activation code and information on how to access your ‘Digital’ certificate on their website.  Therefore, please make sure that you have access to this location.

This is a rule stipulated by the Disclosure and Barring Service (DBS), and as an Umbrella Body, we have to abide by these rules when processing applications.

We will be unable to offer a refund to applicants that have chosen the wrong option on their application. We are also unable to amend an application on your behalf.

If you recently registered with us, or your account has been migrated to our new portal, click below to login.

If your account has not yet migrated,
click below to login.