Payments, Delivery & Cancellations

1. What is your cancellation policy?

Cancellation must be made by calling us on 0330 223 5417 between 9am and 5pm Monday to Friday. We reserve the right to process and and charge in full for any disclosures unless we have received notice of cancellation before submission to DBS. Any payments you have made for disclosures that have been properly cancelled will be re-credited to you. There is a cancellation fee of £25.00 excl VAT

Despite the above provision, you are entitled to cancel a payment for products where fraudulent use has been made of your payment card by a person not acting, or to be treated as acting as your agent. If you have already made a payment where your payment card has been so fraudulently used, then you should approach your card issuer for re credit to your account.

We reserve the right to terminate or restrict the use of our service, for any or no reason whatsoever. If we terminate your use of our service as a result of a breach of any obligation under these terms, such termination would be immediate and without notice.

2. What is your delivery policy

HRcheck Delivery Policy

Deliveries can only be made to addresses within the United Kingdom (including Northern Ireland) This excludes PO Box addresses.

We currently use Royal Mail pre-paid postage to deliver your disclosures to you. Actual delivery times may vary to you depending on your delivery address or circumstances impacting delivery by Royal Mail.

We reserve the rights to use alternative delivery methods without prior notification. You will not hold us responsible for any delays outside our control, which relate to the delivery of completed disclosures.

We reserve the right to cancel your login to the online disclosure system if it becomes apparent that, in our sole opinion, the postal service in your area is too unreliable.

3. What are my payment options

HRcheck offers clients the benefit of four different payment methods to suit one’s preference.

If your organisation wants the applicant to pay for their own application, we can create the company account on an APPLICANT PAYMENT status. The applicant will have to pay by debit or credit card before they submit an application.

Alternatively, if an organisation pays for their staff checks, HRcheck will arrange the account to be fixed to an ORGANISATION PAYMENT and the company can pay by debit or credit card. This format eliminates the hassle of payment due dates and making payments.

Online payments are powered by Sage Pay – money will be debited from a bank account immediately and the reference ‘HRcheck’ will appear your statement.

If you do not have the capacity to pay by card, we can offer the option of paying by invoice. All invoices will be raised at the time of application for smaller clients and a fixed 15-day payment term applies to this option.

For larger clients we can arrange a PAY MONTHLY account status. On the 1st of every month an invoice will be sent with a breakdown of all the DBS checks a company has submitted. There is a fixed 15-day term to pay this outstanding balance. Payment can be made via BACS transfer, cheque or alternatively you can call a team member on 0330 223 5417.

The pricing table identifies the pricing brackets we have implemented and the discounts you can receive when you submit a certain amount of applications per month. The more DBS checks you submit, the lower the admin fee you are charged.

Please note: All DBS check total prices are inclusive of VAT and admin fees.  If you would like to discuss your payment options in further details, please contact us today on 0330 223 5417 and we would be happy to help.

4. Who pays for the DBS check?

There is no rule that states who is liable to pay for a DBS check. Payment set-up differs for each organisation. Some employers pay for their staff checks, however, other companies opt for their applicants to pay for their own disclosures at the time of application. If you are an applicant, please check with your employer before applying so you are aware of your payment options.

5. Do all checks complete within 24 hours?

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

Although this timescale is mostly accurate, every application is 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 an error on an application.


1. What is a DBS check

Formerly known as a CRB (Criminal Records Bureau) check, a DBS (Disclosure and Barring Service) looks at an employee criminal history and, depending on the level of check, information from police intelligence and DBS barred list information. The purpose of all DBS checks is to assist employers with recruitment decisions.

2. Who requires a DBS check

An organisation would be legally liable if a safeguarding issue arises when working with children and/or vulnerable adults. To prevent any potential problems, all eligible staff and volunteers should be checked appropriately.

You will need to use the UK Government Eligibility Tool to find out which level of check each potential member of staff requires.

3. Levels of DBS checks

There are three main levels of DBS check available:

  • Basic Check – This check shows all unspent convictions of the applicant. Can be applied for by a company.
  • Standard Check – Eligible for certain roles that don’t have regular contact with children or vulnerable adults such as financial, legal and gaming.
  • Enhanced Check – This is a mandatory check for roles involving children and vulnerable adults which shows all spent and unspent criminal convictions and reprimands. Not only is this checked against the Police National Computer but also against the children and adults barred lists.

4. Are DBS checks a legal requirement?

A company or organisation are legally responsible for ensuring an employee is entitled to apply for the job role in question. The employer is legally obliged to ensure that anyone who is working for their organisation in regulated activity with children and vulnerable adults has not been barred from working with adults or children.

5. Can you fail a DBS check?

It is a common misconception that a person can fail a DBS check. To clarify, no one can pass or fail a criminal record check because it is not a test. It is purely there to check someone’s details so that an employer can be made aware whether an employee has a criminal record or not. If an application does complete and there is information that has been provided on the certificate, the applicant will need to produce this to the employer so they can make a recruitment decision based on the outcome.

6. I have an old DBS certificate; can I use this for my new employer?

Every DBS certificate will have an employer’s name on the hard copy certificate and the job role intended. The certificate will be regulated to correspond with the intended job role. If an applicant gets a new job with a different organisation, they will be required to undertake a new DBS check as the previous certificate will be linked to their former employer and job role. For example, if a person worked as a cleaner in a care home, but then moved to a hospital to work as a care assistant, they would require a new disclosure because the job role and organisation had changed.

7. What is the best way to contact the DBS directly?

You can contact the DBS either by email at or alternatively you can contact them by phone on 03000 200 190

8. What disclosure should I choose for an employee?

It is the responsibility of the employer to decide the correct level of disclosure for an employee and the environment they will be working in. Please refer to the disclosure types page for more information on basic, standard and enhanced disclosures.

9. What are spent and unspent convictions?

Any employee that has received a conviction, whether it be a caution, reprimand or warning, will have this information put on their criminal record and held on the Police National Computer. As defined by the Rehabilitation of Offenders Act 1974, after a certain length of time, this criminal record will become ‘spent’ and would no longer appear on a Basic disclosure. If you would like to know the exact time frames for these please contact the DBS directly. Pre-May 2013 legislation saw both Enhanced and Standard disclosures showing all previous convictions, however, since 29th May 2013 certain conditions have seen convictions being ‘filtered’ which means that some offences would not appear on the certificate. There is a large list of conviction types and offences that, under the new legislation, can never be filtered from a certificate.

10. What disclosure should I choose for an employee?

It is the responsibility of the employer to decide the correct level of disclosure for an employee and the environment they will be working in. Please refer to the disclosure types page for more information on basic, standard and enhanced disclosures.

11. If I have lost my Disclosure document, can I get another copy?

The DBS will only reprint another copy if the original certificate was lost in the post en-route to the applicant and if it is 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.

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If you have any questions or queries please don’t hesitate to call our customer helpline. You can be sure of a prompt and helpful response.

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