DBS Customer Contact Center Services Update – October 17-30

The planned industrial action by Hinduja Global Solutions (HGS) contractor staff is expected to affect the Disclosure and Barring Service (DBS) customer contact center services between 17 October 2022 and 30 October 2022.

Customers contacting DBS during the Industrial Action Period by phone, email or online chat may experience disruptions and delays. This is due to industrial action by staff working for HGS. HGS is committed to providing DBS customer contact center services as well as a number of DBS administrative functions.

During the industrial action, HGS is putting in place additional resources to try to minimize inconvenience to customers as much as possible.

The industrial action is not expected to have a significant impact on DBS check turnaround times or ban decisions. Our basic services will not be affected, and employers and customers should continue to access them normally.

Service hours from October 17 to 30, 2022

During the class action from October 17 to October 30, 2022, customer contact center hours will be reduced to:

  • Monday to Friday – 9 a.m. to 5 p.m.
  • Saturday and Sunday – Closed

Customers can still contact DBS during the industrial action period, but they may experience disruptions and delays. The main options for contacting DBS are:

In order for your request to be processed as quickly as possible, please provide your full name, address, including postal code, and telephone number. Please also include DBS reference numbers where applicable.

If you are contacting us about an application, please provide 5 of the following: full name, address with postcode, date of birth, position for which you are applying, name of employer, national insurance number, an address previous name, place of birth and/or your Reference ‘E’ or ‘F’.

In addition to the above, Registered Organizations will also be required to provide their “Registered Organization Reference Number” and “Countersigner Reference Number” to confirm their identity.

For answers to general questions that are not related to a specific application, customers can also contact DBS via social media:

Customers can access more help and advice by reading our customer fact sheet: Advice to customers during HGS industrial action (MS Word document, 19.1 KB)