Receiving Disclosures & notifying recipients of content
When a Disclosure is received it will be checked for content and any mistakes with subject's details e.g. spelling of name etc. Errors will be raised with the CRB. (If they have no bearing on the check results e.g. a mis-spelled middle name or employer's name, then we will only dispute these at the request of the client or applicant)
The Disclosure number and issue date will be recorded on our system and for "clear" Disclosures this will be immediately seen in the Client Area tracking system. We work on the basis that clients only want to know that a "clear" Disclosure has been received and what the number and issue date is, so we don't do anything else unless the client has no internet access; in which case we will confirm receipt of the "clear" Disclosure by letter.
If a Disclosure is received with content (about 3%, though this does vary by role) we will suppress the number and issue date in the Client Area and e-mail the nominated client contact, asking them to send an e-mail acknowledgement by return and telephone us when they are in a position to do so. If we do not get an acknowledgement in 24 hours we will escalate the situation through a pre-agreed route or find out if the contact is going to be available in the immediate future. We consider that if we know there is content, we have a responsiblity to make the client aware of this as soon as possible and take whatever steps are needed to achieve this, though keeping these appropriate to the level of risk to the client.
When the recipient telephones us they are asked a security question, the correct response to which was agreed with them when the account was opened (mother's maiden name, favourite car, drink, place or the like) and once we have established that we are speaking to the correct person we will relay the Disclosure content and give any help or advice we can on the interpretation of the content (what is affray vs assault etc.).
Once the content has been relayed we will release the number & issue date of the Disclosure and it will be seen in the Client Area.
The number and issue date of all Dislcosures received will remain on the Client Area for a minimum of 3 years. There are search and archive facilities so this can be used as a central repository if desired.