This section explains what our complaints procedure covers and does not cover. It also tells you how to make a complaint, and how we deal with complaints.
We take complaints seriously. Our aim is to resolve complaints as quickly as possible, and to take steps to put things right when they have gone wrong.
No. You have a right to comment or complain, and it is in our interest to hear from you. We want to resolve your complaint so that we can improve our service. We will treat your application separately from your complaint and will decide it impartially, taking account of all the relevant circumstances.
Complaints do not affect our decision-making process - and making a complaint does not mean that your application will be dealt with more quickly or more slowly.
We deal with complaints about the services that we provide, or that are provided on our behalf. We also deal with complaints about the professional conduct of our staff and contractors. The Independent Police Complaints Commission (IPCC) have a remit to oversee certain serious complaints relating to the exercise of the UK Border Agency's immigration, asylum and customs functions. If you make a very serious complaint related to the exericse of these functions by our officers in England and Wales, we will refer this matter to the IPCC.
You should make your complaint as soon as possible. We will not normally investigate allegations of misconduct more than three months after the incident occurred.
You should not use our complaints procedure if:
Remember, you can only use the complaints procedure for complaints about the standard of service you have received, or about the professional conduct of our staff.
If you want to use the complaints procedure, go the How to make a complaint page.