I needed my Criminal Record from DBS Online (a site recomended by GovUK) as a British Citizen trying to apply for another nationality in Europe. I paid the 77 pounds (it cost 3.98 euros to get one in Spain) and I dealt with a person named Jade, who sent me an email with documents I had to provide to receive my CR. As a resident in Spain, I couldn't have or didn't have most of the documents in Group B. I emailed Jade and tried explaining this to her, in which she informed me that she had cancelled my application, kept 15 pounds for admin fees and I couldn't access my criminal records. Not sure how someone who works for a company like DBS hasn't got the mental capacity to differentiate what a CITIZEN and a RESIDENT of a country is. Absolutely useless, time consuming, infuriating and unacceptable. Got to repay the 77 pounds to reapply for my Criminal Record and down 15 pounds because of incompetence.