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A complaint is any expression of dissatisfaction that needs a response, about:

• the standard of service received from Immigration Enforcement
• the professional conduct of Immigration Enforcement staff or contractors

Before you make a complaint

Common issues

If you want to report an immigration crime

You can use the聽contact form聽if you believe someone is working illegally, or has made a false application to stay in the UK, or is involved in smuggling.

Requests for information

• personal information: make a聽subject access request聽to see your own information or on someone else鈥檚 behalf
• freedom of information requests: obtain other government data and statistics by contacting the Home Office

Complaints about other areas of the Home Office

Other areas of the Home Office have their own complaints procedures:

• UK Visas and Immigration
• Border Force
• Disclosure and Barring Service
• HM Passport Office
• Home Office

How to complain

You should submit your complaint no later than 3 months after the incident has happened unless there are exceptional circumstances.

What to tell us

Give as much information about yourself as you can to help us investigate your complaint:

• your full name, telephone number, email and postal address
• full details of what your complaint is about, including times, dates and locations (if applicable)
• the names or identifying numbers of the Immigration Enforcement officers or a full description of each officer
• details of any witnesses to the incident, if appropriate
• your passport number and date of birth, or a copy of the biometric data page of your passport
• copies of any relevant letters, paperwork or references
• evidence of any damage caused, for example photographs, and any quotes, invoices and receipts to support your claim (if applicable)

Make a complaint for someone else

To disclose information about another person, we need written authorisation.

Ask the person who wants to complain to complete a聽Letter of Authority and make sure it includes their handwritten signature before completing the rest of the steps for making a complaint.

Where to send your complaints

We only accept complaints written in English or Welsh.

Email your complaint to鈥�[email protected]

Alternatively, you can write to us at:

Please note, we encourage you to email your complaints, as you鈥檙e likely to receive a quicker reply.

Complaints do not affect the Home Office decision-making process and making a complaint does not mean that your application will be dealt with more quickly or more slowly.

What happens next?

Your complaint will be managed by our correspondence team. They鈥檙e responsible for ensuring that your complaint is resolved in a satisfactory and timely manner. We鈥檒l send you an acknowledgement when you make a complaint and we may contact you during an investigation for further information.

Read the complaints management guidance for further information about how we deal with your complaints.

How long will it take?

We鈥檒l investigate your complaint and reply to you within 20 working days.

We will contact you if we need more time to investigate your complaint. If your complaint suggests serious professional misconduct we aim to respond within 12 weeks, following an impartial investigation.

Serious complaints

If you make a very serious complaint we may refer it to the Home Office鈥檚 professional standards unit who will write to you and inform you that they are handling your case.

If you make a serious complaint related to Immigration Enforcement officers鈥� use of specified enforcement functions in England and Wales, we鈥檒l refer this to the Independent Office for Police Conduct (IOPC). The IOPC has a remit to investigate some serious complaints relating to the work of our immigration, asylum and customs functions.

Similar arrangements are in place in Scotland with the and in Northern Ireland with the .

If you鈥檝e made a complaint about serious professional misconduct, the investigators will tell you the outcome. Their letter will tell you who to contact if you鈥檙e still not satisfied with the outcome.

If you鈥檙e not satisfied

• if you are not satisfied with our response, you can ask us to review the matter.
• reviews are carried out by an independent team or by a senior manager. They will aim provide you with further details within 20 working days of the date when you ask for a review.
• if you are still not satisfied, you can escalate your complaint to the Independent Examiner of Complaints (IEC) within 3 months of receiving our response. If you decide to escalate your complaint to the IEC, please provide them with copies of all correspondence you sent us and our replies.

Read more about the Independent Examiner of Complaints.

贰尘补颈濒听[email protected]聽or write to:

• if you鈥檙e still not satisfied at this stage, you may be able to raise the matter with the聽聽or in certain cases the IPCC, PONI or PIRC who may be able to assist you.