Important Customer Notices:
How long will it take to receive my certificate?
22 May 2016
Disclosure Scotland works within a Service Level Agreement to produce 90% of all types of Disclosure, for a correctly completed application with no further enquiries, within 14 calendar days. This is measured from the day we receive the application to the day of dispatch. Certificates are dispatched 1st class Royal Mail postage.
As of 22 May 2016 we are working inside our performance target of processing applications within 14 days. Our average turnaround time for applications processed last week was 99.8% within 14 days.
As some applications may require further enquiries, these applications may take longer than our quoted average turnaround time.
Our Telephone Number has Changed
Following customer feedback, Disclosure Scotland has updated its telephone system and changing our telephone number. We went ‘live’ on Monday 21st March 2016.
Our telephone number, 0870 609 6006 is changing to 03000 2000 40
Our fax number, 0870 609 6996 changing to 03000 2000 50
PLEASE LISTEN TO THE OPTIONS CAREFULLY AS SOME HAVE CHANGED
Press 1 for Finance related enquiries. Press 2 for enquires relating to a current application. Press 3 for enquires relating to a PVG scheme membership. Press 4 for registration enquiries. Press 5 to request applications forms . Press 6 for all other enquiries.
As a customer you should not notice any significant changes. Our Helpline hours will remain the same – Monday to Friday 8am to 6pm (except Bank and Public Holidays).
Introduction to our Debt Management process
16 May 2016
The debt management team within Disclosure Scotland is a customer focused team, who aim to provide support and guidance to companies and customers who use our invoice payment facility. The process for debt collection is followed over a period of three weeks, giving customers all the information and guidance they require about our payment processes. Fuller explanation here.
Customer Research Emails
Disclosure Scotland are currently conducting some customer research into membership of the PVG Scheme with our partners Progressive Partnership Limited. Some PVG Scheme members may receive an email from Progressive Partnership, on behalf of us, asking to take part in the questionnaire.
This is a legitimate request and your participation would be greatly appreciated and we hope you will take this opportunity to help Disclosure Scotland ensure the PVG Scheme works appropriately.
17 August 2015
Registered bodies are currently working towards the timescales outlined by Disclosure Scotland regarding the completion of their ‘retrospective checks’ for PVG– the intention being for registered bodies to have these completed on or around 29 October 2015.
7 August 2015
Please be aware of the change that was made to the Disclosure Scotland Bank account as per previous correspondence issued with the April, May and June 2015 invoices.
Please ensure that this information is passed to the Payments section within your Finance Department. Cheque payments are not affected by this change.
Should you have any queries on this matter, please use these contact details:
1 Pacific Quay
Helpline : 03000 2000 40
Driving Licence, proof of address
8 June 2015
As of the 8 June 2015, the DVLA removed and made invalid ‘counterpart’ driving licences. Disclosure Scotland will therefore no longer accept them as proof of ID, or address.
This ONLY applies to cases received in the office with the date stamp of 9 June 2015 or after (or 8 June cases with supporting documents); any cases started prior to this date and have already submitted a counterpart driving licence as proof of ID or address will be processed as normal.
Audits – assistance to Registered Persons (Registered Bodies)
8 June 2015
Since late 2014, our Compliance team have recommenced our regular visits to a range of organisations who make use of the PVG scheme or who use our Standard or Enhanced Police Act disclosure certificates to assist them to make safer recruitment decisions. Although we refer to these visits as 'audits', some of these visits take the form of an ‘Audit’ against the Code of Practice for Registered Persons. The general understanding of the word ‘Audit’ does not fully capture the purpose and benefit of these visits. We use these opportunities to assist the Registered Persons of these organisations and countersignatories to understand their responsibilities, and to talk through whether specific posts are eligible for the PVG Scheme or which disclosure level is appropriate. The ‘Audit’ meeting normally takes place at the offices of the Registered Person and typically lasts between two and two and a half hours
A few weeks after the ‘Audit’, we issue a report setting out where the Registered Person can improve policies and practice relevant to the disclosure process. To date, all the organisations we have visited have welcomed the face-to-face contact and the opportunity to get a clearer understanding of eligibility and the responsibilities of being a registered person and receiving disclosure information.
The Code of Practice requires registered persons to take part in any Audit initiated by Disclosure Scotland - but it is also open to registered persons to request an audit. If you think this is something your organisation would welcome, please contact us on DSCompliance@disclosurescotland.gsi.gov.uk and we’ll call you as soon as we can to discuss.
Reprint Requests - Update, 1 May 2015
In order that we can continue to protect the security of the original disclosure certificate, as well as enhancing our fraud prevention measures, from Monday the 1st of June 2015, Disclosure Scotland will not consider the request for a reprinted certificate until 17 calendar days have elapsed from the day following postage.
As an example – A certificate was posted on Monday 1st June 2015; Disclosure Scotland will not consider a reprint request until Friday the 19TH of June 2015.
If a request is made earlier than the 17 calendar days, you will be asked to call back on the appropriate date.
Disclosure Scotland reserves the right to reject a request for a reprint where we believe that the security of the original certificate may be compromised.
Customers should also be aware that due to system storage and data security constraints, if they wish to request a re-print of a Disclosure certificate, there is a time limit of 84 days.
After that date, certain details of applications are removed from our systems and a re-print is not possible.
PLEASE DO NOT PUT STICKY LABELS ON APPLICATION FORMS. OUR SCANNING SYSTEMS WILL NOT CAPTURE THE DETAIL ON THEM AND THESE APPLICATIONS WILL BE RETURNED TO SENDER.