What happens if I fail the online ID verification?

If your online ID check fails, you’ll need to complete an In-Branch Verification (IBV) at a Post Office before your DBS application can continue.

1. Set up your Post Office check

In your Case Portal, you’ll be asked to confirm your name, date of birth, address, and the ID documents you plan to take.

You’ll need to select 3 documents in total, including at least 1 primary ID document (such as a passport or driving licence).

You’ll then choose a Post Office branch that offers the service, using the branch finder to locate the nearest one to you.

A verification letter will be generated confirming your selected documents and the timeframe to attend your appointment. You can print this or show it on your phone.

2. Take your documents and verification letter to the Post Office

The letter includes a QR code the Post Office will scan to begin the check.

Please take original documents only — no photocopies or screenshots.

3. The Post Office verifies your identity

Trained staff will check your documents in person and complete the identity verification.

They’ll return the result directly to Personnel Checks so your application can move forward.

You must bring 3 documents in total, including at least 1 primary ID document.

Primary ID documents (at least one required):

• Passport

• Driving licence (full or provisional)

• National ID card

• Biometric Residence Permit (with valid conditions)

Supporting documents (examples include):

• Utility bill (issued in the last 3 months)

• Bank or building society statement (issued in the last 3 months)

• Council tax bill (issued in the last 12 months)

• Broadband or landline bill (issued in the last 3 months)

• PASS card (valid)

• Birth or adoption certificate

• Marriage or civil partnership certificate

• Mortgage or financial statement

• Benefit statement

• P45 or P60

• Bank account opening letter

All documents must be valid, current, and original. The Post Office cannot accept photocopies or documents printed from the internet.

The in-branch verification costs £8.80, paid directly to the Post Office when you complete your check.

Once you’ve completed the Post Office check, you’ll receive prompts to return to your Case Portal and finish your DBS application.