If you need help, it is worth knowing exactly which reference number and service you are dealing with before you contact DBS.
DBS help is easier to navigate when the problem is tied to one stage: starting an application, proving identity, tracking, receiving a certificate, using an account or checking Update Service status.
A lot of confusion comes from mixing up the application reference number, the certificate number, the Update Service, and the separate DBS online account tools, so this page untangles those terms in plain English.
Need to begin a tutor application?
Use the application route only if the support issue is not about an existing case.
Quick takeaways
- Use the official route that matches the level of check.
- Keep the process simple by getting the identity step right first.
- Check whether the role is eligible before chasing a higher level.
- Use /apply-now when you are ready to move beyond research.
Current contact route
DBS customer services can currently be contacted on 0300 0200 190, with published hours of Monday to Friday, 9am to 5pm. GOV.UK also lists Welsh and accessibility support routes.
Before contacting DBS, gather the information that matches your problem: your application reference number, certificate number, date of birth, and a clear description of what stage you are stuck on.
- Know whether your question is about Basic or Standard/Enhanced.
- Have the right reference number ready.
- Be clear about whether you need tracking help, certificate help, Update Service help, or hardship escalation.
How to make contact more useful
Support questions are easier to solve when you know which product you are dealing with. Basic online-account issues, Update Service issues, and Standard/Enhanced tracking issues do not always use the same screen flow even when the support organisation is the same.
Prepare a one-sentence description of the issue and the reference that belongs to it before calling or writing.
Diagnose the stage first
- No application invitation: contact the organisation expected to start the role-based route.
- Identity evidence rejected: use the verifier and the official identity instructions for that application.
- Application submitted but delayed: check the correct tracking route and keep the reference ready.
- Certificate missing or incorrect: use the official certificate support or reprint guidance.
- Update Service access problem: identify whether the issue is joining, renewal, login or an employer status check.
Do not submit a second application simply because the first screen is confusing. That can create two references without solving the original problem.
Apply after resolving the support issue
Do not create a second application to work around an unresolved problem.
When to escalate instead of just waiting
If a DBS application has been in progress for more than 28 days and employment or finances are at risk, the applicant can contact DBS and may be asked for evidence.
After identifying the correct service and reference, use the application link only if a new tutor check is genuinely needed.
Common questions
What number does DBS currently publish for customer services?
The main published number is 0300 0200 190.
Do I need to know the type of check before I call?
Yes. It helps to know whether your issue is about Basic, Standard/Enhanced, or the Update Service.
Can DBS help if my application is causing hardship?
Yes, if it has been in progress for more than 28 days and employment or finances are at risk.
What details should I have ready before contacting DBS?
Have your reference numbers, date of birth, and a clear description of the issue ready.
What to do next
Start a new application only when the existing issue and required route are clear.