Guidance

Complaints management guidance

Guidance on how complaints are managed and resolved by UK Visas and Immigration, Immigration Enforcement and Border Force.

Documents

Complaints management guidance

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Details

This guidance will inform you about how the Home Office deals with complaints effectively and efficiently to improve services.

The document includes information about:

  • the complaints management structure
  • types of complaints handled
  • dealing with complaints
  • service complaints
  • minor misconduct complaints
  • serious/gross misconduct complaints
  • special circumstances
  • complaints from children
  • financial redress

Updates to this page

Published 12 February 2015
Last updated 5 September 2022 + show all updates
  1. Added accessible version of complaints management guidance.

  2. Updated guidance.

  3. Updated guidance.

  4. First published.

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