Guidance

Handling complaints in immigration removal centres

Detention services order 03/2015 about handling complaints in immigration centres.

From:
Home Office and Immigration Enforcement
Published
1 June 2011
Last updated
21 April 2023 — See all updates

Documents

Handling complaints (accessible version)

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Handling complaints

PDF, 386 KB, 34 pages

Annex B: summary (DSO on a page) (accessible version)

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Annex B: summary (DSO on a page)

PDF, 235 KB, 1 page

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Annex C: making a complaint DCF9 form

https://www.gov.uk/government/publications/making-a-complaint-in-immigration-removal-centres-dcf9-form

Annex D: sample acknowledgement letters

PDF, 95.4 KB, 2 pages

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Annex E: checklist of points which must be covered in response (accessiible version)

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Annex F: detainee complaints feedback form

PDF, 148 KB, 2 pages

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Annex G: serious allegations (accessible version)

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Annex H: request for complaint response to be translated

PDF, 91 KB, 2 pages

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Annex I: complaint withdrawal form

PDF, 97 KB, 1 page

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Annex J: reporting healthcare complaints

ODT, 54.5 KB

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Annex K: complaints process map (accessible version)

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Annex K: complaints process map

PDF, 136 KB, 2 pages

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Details

Home Office detention services order (DSO) about handling complaints in immigration removal centres, short-term holding facilities, holding rooms and during escort.

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Updates to this page

Published 1 June 2011
Last updated 21 April 2023 + show all updates

  1. Updated to reflect the removal of Annex C, and changes to Annex titles C-L.

  2. Updated to reflect the change in team name from Detention Escorting Services (DES) to Detention Services (DS).

  3. Added translations for annex D making a complaint DCF9 form.

  4. Updated current DSO guidance to include further guidance on complaint escalation.

  5. Annex K: reporting healthcare complaints.

  6. Updated Annex B, Annex C, Annex D. New Annex I and J guidance added.

  7. 'Handling of complaints' document updated to include further guidance on local resolution.

  8. Updated Annex G form to current address.

  9. Updated annex D published.

  10. Updated complaints handling guidance, Annex B, Annex C, Annex D. New Annex H guidance added.

  11. Updated guidance and attached annex documents.

  12. First published.

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