How to raise a complaint to Defence Business Services
Updated 29 July 2020
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This document is intended to advise external customers (Non MOD Civilian employees) who are dissatisfied with the level of service provided by DBS, how to raise a complaint.
Please note, DBS no longer action complaints relating to UKSV. If you wish to raise a complaint relating to UKSV, please follow the complaints procedure provided.
Veterans UK have a separate process for handling complaints, further details can be on the Veterans UK complaints procedure page.
Our commitment to you
Defence Business Services (DBS) is committed to providing a consistently high level of customer service. We accept there will be occasions when our customers may wish to express dissatisfaction or complain about the level of service they have received. This feedback is important to us and is used to drive continuous improvement for the wider benefit of our customers and procedures.
How to complain
If you wish to raise a complaint about the level of service you have received, please contact us using one of the following options:
Emailing the DBS Complaints Team: dbs-complaints@mod.gov.uk
Calling the DBS Enquiry Centre: 0800 345 7772
We recommend using the above channels to raise all complaints relating to the level of service provided to you by DBS.
How we’ll respond
DBS aims to respond to all complaints within 5 working days of receipt. All complaints will be logged and issued with a unique reference number, please keep a note of this for your reference. Should there be a delay to any of the time frames set out, the Complaints Management Team will contact you to provide an update and a revised date.
Complaint guidance notes
What is a complaint
A complaint is dissatisfaction with the level of service provided to you as a customer of DBS, for example, how your enquiry was processed, handled or written.
How to format a complaint
Your complaint should clearly detail your issue with the service provided by DBS and the outcome you are expecting. Before submitting, make sure to include your full name, contact details and any reference numbers referring to your contact with DBS and this specific complaint.
Notification of receipt of your complaint
You will receive a phone call from a member of the Complaints Management Team to further discuss the nature of your complaint, this will be followed up with an acknowledgement email which will include your unique reference number and the date a response will be provided by.
Time frame for the resolution of complaints
DBS aims to respond to all complaints within 5 workings days following the submission of your complaint.
Written responses to complaints
Usually a written response is provided to the customer. However, where appropriate, a response can be provided over the phone. Where a customer is satisfied with this response, it need not be followed up by a written response unless specified by the customer.
Escalation route within the complaints process
If the response you receive from DBS fails to address your initial concerns or falls below the exemplary standard we aim to provide, the current escalation process is as follows:
Stage 1: DBS Senior Service Manager
Stage 2: DBS Assistant Head