Frequently Asked Questions (FAQs)

No, there’s no set-up fee to use Checks Direct. Once you’ve registered for free, you can use us as little or as much as you need.

No, there’s no subscription to Checks Direct services. We don’t tie you down to fixed term contracts or annual fees.

If checks are being paid for by the employer, there are two options. You can either pay as you go when you create applications or you can pay later via credit invoice. If checks are being paid for by the applicant, you will receive login details and a link to pay via credit card or debit card. No applications are processed until full payment is received.

We’re an Umbrella Body of the DBS (Disclosure and Barring Service), which means we can act on behalf of the DBS to process criminal record checks for public, private and not-for-profit organisations. We adhere to a strict Code of Practice issued under section the Police Act 1997.

If you’re logged in to your dashboard, simply click ‘Update Password’ at the top of the screen. If you’ve forgotten your password and are unable to access your dashboard, please select ‘Forgotten your password.’ You will be asked to enter your email and press submit. You will then receive a password reset link via email, which you will need to complete within one hour.

Before amending any information on an application, you must ensure the information you’re entering is correct. To make sure of this, always speak with the applicant to query any conflicting information between the application and documents before changing the application.

Once you’ve checked the updates are correct, click the Ref Number and select View Application. On this page, simply select the section you need to update using the headers. Please remember to submit the section to ensure the changes are saved.

If you’re in the process of completing a DBS application and are unable to submit the address history, please first check for any error messages. These will show above or below the current address (depending on the address that has the error).

If you’re unable to quickly spot the issue, please check the following areas where errors may occur:

• Dates – Please ensure the address history dates back exactly five years with no gaps
• Punctuation – Please ensure the addresses include no punctuation (inc. full stops, commas, apostrophes and hyphens)
• Postcode – Please ensure the postcode is formatted correctly (e.g. AA11 1AA)
• Required fields – Please ensure the required fields are completed If you’ve checked the above areas but you’re still having difficulties, please contact one of our advisors who will be able to resolve the issue.

Most DBS delays happen at stage 4 of the process.

If any of your applications are taking longer than expected, please contact one of our advisors who will be able to look into this further.

Please note: The DBS will allow for an application to be escalated, if an application has been in Stage four for 60+ days. Our advisors will manage and monitor your applications to ensure any applications which reach this deadline are escalated immediately and prevent further delays.

You can track your DBS applications using your dashboard. To do this, simply access your Existing Applications, open the Processing at DBS table and click on their DBS tracking number (in the View column).

The DBS will only reprint another copy if the original certificate was lost in the post to the applicant and if  reported within 90 days of the issue date. There is only ever one paper copy of the certificate and this is issued to the applicant. If a certificate is lost, a new DBS check will need to be completed.

DBS Checks are background checks that look into a person’s criminal history. There are three levels of DBS Checks – Basic, Standard and Enhanced – and each has a different purpose. They help employers to make safer recruitment decisions and can prevent unsuitable people from coming into contact with vulnerable groups.

85% of all Enhanced DBS Checks complete within five days and 62% complete within 24 hours. Standard checks take between 24 hours and 4 calendar days and 90% of Basic checks complete in as little as 24 hours.

Although this timescale is mostly accurate, all applications are different; some disclosures are processed within 24 hours, but other applications could take slightly longer for several reasons. These often include internal enquiries, a criminal record or application errors.

From 2002 to 2012, Criminal Records Bureau (CRB) Checks were used to search for an applicant’s criminal history on the Police National Computer. These checks were then replaced by DBS Checks when the CRB merged with the Independent Safeguarding Authority (ISA) to form the Disclosure and Barring Service (DBS), under the Protection of Freedoms Act 2012. CRB Checks are no longer a valid safeguarding measure, even if some people still hold a CRB certificate.

Anyone can apply for a Basic DBS Check. However, only employers can request standard or enhanced checks. Employers are legally responsible for making sure a job role is eligible for a Standard DBS Check or an Enhanced DBS Check. You must select the relevant workforce during an application for a Standard or Enhanced DBS Check and have permission from the applicant or employee.

DBS checks are legally required in regulated sectors, such as healthcare, education, and social work, to comply with safeguarding regulations. In other sectors, they may not be legally required but can be requested at the discretion of the employer.

Some pre-employment checks in some industries (i.e. DBS check in Schools) are a legal requirement. Other pre-employment checks such as right to work checks are not legally required but are recommended for employers for peace of mind in their hiring decisions.

There is no rule for who is responsible for paying for a DBS check. Some employers pay for staff checks, whereas others opt for their applicants to pay. Applicants should check with their employer before applying.

For certain roles, such as those in schools, individuals cannot start work until the DBS check has been completed and the certificate received. However, for other roles where DBS checks are not a legal requirement but company policy, it is at the discretion of the business. Employers should ensure safeguarding requirements are met before work begins.

DBS Checks don’t result in a “pass” or “fail.” They simply reveal criminal records or other relevant information for employers to assess.

You can email the DBS at [email protected] or call their helpline on 03000 200 190. For more information, visit: www.gov.uk/government/organisations/disclosure-and-barring-service 

Individuals can’t apply for a Standard or Enhanced DBS Check directly. If you’re self-employed, you can apply for a DBS Check through an association or organisation that uses your services.

To comply with data protection laws, we only collect personal data we need for our specified purposes, ensure we have sufficient personal data to properly fulfil those purposes, periodically review the data we hold, and delete anything we don’t need. Once we have provided our service to you, and produced the required check, we aren’t required to hold this data for longer than is required.

To comply with the DBS Code of Practice and the Handling of DBS Certificate Information Guidance, we will only keep data for six months following the completion of a check. Non-completed checks will be deleted six months after they were created.

Once we have provided our service to you, and produced the required check, we don’t hold this data for longer than is required.

We do this to comply with the DBS Code of Practice and the Handling of DBS Certificate Information Guidance. DBS certificate information should only used for the specific purpose it was requested for, so this information shouldn’t be kept for any longer than is necessary. The retention period of six months allows for the consideration and resolution of any disputes or complaints.

In line with the DBS Code of Practice and Handling of DBS Certificate Information Guidance, organisations should only keep data for six months following the completion of a check.

However, some organisations which are inspected by the Care Quality Commission (CQC) or Ofsted, and those establishments which are inspected by the Care and Social Services Inspectorate for Wales (CSSIW), may be legally entitled to keep the certificate for longer, e.g. for the purposes of inspection.

If this applies to you, we advise that you download and save any certificates in line with your data retention and secure handling policy.

If you didn’t download and save a DBS certificate within the six-month retention period, we recommend that you contact the applicant and ask then to send you a copy of their certificate.

Checks Direct is part of the New Directions award-winning group of companies. In addition to Checks Direct, the group also provides specialist recruitment and training support within education, pharmacy and social care, and delivers specialist domiciliary care to individuals and their families.

Checks Direct was formerly known as OnlineDBS, which was launched in 2015. OnlineDBS was given a new look as Checks Direct in 2021.

We believe in being open and transparent when it comes to customer feedback. See our Trustpilot page for reviews.

We’re fully compliant with General Data Protection Regulation (GDPR). Read our Privacy Policy to see what data we process, how we use it and other relevant information about your data.

OnlineDBS was our identity from 2016 to 2021. Checks Direct became our new identity in 2021, an evolution to reflect our growing range of products and passion to make every check count.