Customer contact channels

The CRB aims to deal with customer enquiries quickly and efficiently. To help us to do this, we provide a number of contact points, which means customers can select the most appropriate method of communication depending on the nature of the enquiry.

How to track the progress of your application

If you wish to track the progress of your application why not use our online tracking service.

Opening hours

If you need to contact us, our contact centre is open 6 days a week:

8 a.m. to 6 p.m. on weekdays
10 a.m. to 5 p.m. on Saturday (closed Sunday and public holidays)

How to make an enquiry

By online enquiry form

Once you complete the online enquiry form questions, check your details and click submit. This will take you to the final page where you must select the "Save and Print" button which will generate a document for you.

You will then need to send the document to the CRB either:

• as an email attachment to customerservices@crb.gsi.gov.uk
• by printing the document and posting it to: PO Box 110, Liverpool, L69 3EF

If you are experiencing any problems accessing the online forms please email customerservices@crb.gsi.gov.uk directly, including your name, postcode, contact telephone number and full details of your enquiry in the email.

By phone:

Call 0870 90 90 811 and select one of the five available options:

• if you have a general enquiry about any of our services, are considering completing a CRB application form or have an enquiry about an existing application - Press 1
• if you have received the results of your CRB check and would like to discuss the information printed on the certificate - Press 2
• if you have received a letter from the LPF Correspondence Manager and wish to speak to a member of the team - Press 3
• if you are a registered body and you are calling about our credit control - Press 4
• if your call is unrelated to any of these options - Press 5

You may be asked some security questions in order to verify your identity. All calls to the CRB are recorded for training and security purposes.

Please note that 0870 telephone calls are charged at the national rate.

By post

PO Box 110
Liverpool
L69 3EF

How to make an enquiry in Welsh 

By phone

0870 90 90 223

For customers who wish to make an application for a CRB check in Welsh or who wish to conduct their business in Welsh.
 
Welsh Language Line 0870 90 90 223

How to use the Minicom service for customers with a hearing impairment.

By phone

0870 90 90 344

How to contact the CRB confidentially if you are a transgender applicant

The CRB has a confidential checking process for transgender applicants who do not wish to reveal details of their previous identity to the person who asked them to complete an application form for a CRB check.

For further information please contact the CRB by:

• sending an email to the CRB sensitive applications team
• telephoning 0151 676 1452

There is an answerphone service available for this number where you can leave your name and contact number and a member of the sensitive applications team will call you back.

Please note: this number is for sensitive application enquiries only, please call the contact centre on 0870 90 90 811 for all other enquiries.

How to enquire about the information printed in your CRB certificate

Contact us immediately if you feel your CRB certificate is inaccurate; including incorrect personal details, incorrect conviction information or other discrepancies. If you receive a CRB certificate with a conviction that does not relate to you, also inform the person who asked you to complete the form, as soon as possible.

By online enquiry form

You can find more information and download the forms you need on our Disputes page.

By phone

0870 90 90 811 (9.00am - 5.00pm Monday to Friday only)

By post

PO Box 165
Liverpool
L69 3JD

Please ensure you have a copy of the CRB certificate in front of you when you call as you will be asked for information from it to ensure that we have identified the correct one on our database.

How to make an invoice enquiry

By phone

0870 90 90 811

By post

PO Box 142
Liverpool
L69 3JA

Please ensure you have your registered body number, your own lead or countersignatory number and details of the invoices available when you call.

How to submit a request under the Freedom of Information Act

The Freedom of Information Act deals with access to official information and gives individuals or organisations the right to request information from any public authority.

You may wish to refer to the FOI Log. Here you will be able to view information that CRB have previously released under the Freedom of Information Act 2000. You may wish to look at this to ensure that the information you are requesting has not previously been made public.

If you wish to submit a request under the Freedom of Information Act please contact the following address:

By post

CRB Freedom of Information Officer
PO Box 110
Liverpool
L69 3EF

By email

freedomofinformation@crb.gsi.gov.uk

How to submit a request under Section 7 of the Data Protection Act

Under Section 7 of the Data Protection Act 1998 'Right to subject access' an individual is entitled to make a request to an organisation for information which may be held about them.
 
If you wish to obtain up-to-date details of any criminal record in the UK, you will need to make a subject access request directly to the police force in the area where you currently or last resided in the UK.
 
A subject access from the police can also be used for visa purposes.
 
This subject access police contacts document gives the contact details of each constabulary.
 
A subject access request to the CRB will provide you with a copy of any information that we hold about you, the information provided would not be in the format of a certificate but a print out of the information it contained. It would not be updated in any way.
 
If you wish to submit a subject access request to the CRB please contact the address below.

By post        

CRB Policy team
PO Box 110
Liverpool
L69 3JD

By email

subjectaccess@crb.gsi.gov.uk

By phone

0151 676 1154

How to make a commercial enquiry

CRB commercial team manages the relationship with our partner Capita Group Plc in accordance with the public and private partnership (PPP) agreement.

We also procure general goods and services not provided through the PPP Agreement on behalf of CRB.

We ensure close alignment with Home Office policy, procedures and initiatives in all commercial activities, including procurement and contract management, wherever this is practical.

Our mission is to achieve optimum value for money for the CRB in all commercial activities.

If you have a commercial query please email customerservices@crb.gsi.gov.uk

How to submit court orders

If you have a court order to submit to the CRB, please contact the address below:

FAO Helen Ryan
CRB Policy Team
Shannon Court
10 Princes Parade
Princes Dock
Liverpool
L3 1QY

Alternatively you may wish to fax the court order direct to 0151 676 1909.

Please note in order for CRB to track an application the applicants full name, address and date of birth must be supplied with the court order.

Remember, 0870 telephone calls are charged at the national rate. All calls to the CRB are recorded for training and security purposes