Guidance
Annex E: checklist of points which must be covered in response (accessiible version)
Updated 21 April 2023
© Crown copyright 2023
This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated. To view this licence, visit nationalarchives.gov.uk/doc/open-government-licence/version/3 or write to the Information Policy Team, The National Archives, Kew, London TW9 4DU, or email: psi@nationalarchives.gov.uk.
Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned.
This publication is available at https://www.gov.uk/government/publications/handling-complaints-in-immigration-removal-centres/annex-e-checklist-of-points-which-must-be-covered-in-response-accessiible-version
| Tick | |
|---|---|
| Reference number, date and subject matter(s) of the complaint. | |
| Name and job title (plus postal address and e-mail/phone details) of the investigating officer, particularly if different from the signatory of the letter. | |
| What the investigation involved (including the process that was followed such as interviews with staff or others, examination of CCTV footage and/or relevant records etc). | |
| A response to each element of the complaint in turn and, for each, whether it has been upheld (substantiated or partially substantiated) or not substantiated. Possible responses might include: - an apology, where an issue might have been handled better - recognition that even in cases where staff acted in a reasonable way, distress may have been caused - clear reasons where complaint has not been substantiated. |
|
| Action which has been or will be taken because of a substantiated complaint, to rectify the issue (eg. following loss of property), ensure that lessons are learned and to help prevent a recurrence. If a complaint has not been substantiated but lessons can still be learned and action will be taken, this should be mentioned. |
|
| An offer to the complainant to contact the respondent if they are unhappy with the response (particularly relevant where a complaint has not been substantiated). | |
| Service delivery and minor misconduct complaints: Details of the appeal process to the Independent Examiner of Complaints (IEC). Serious misconduct complaints: Details of the appeal process to the Prisons and Probation Ombudsman (PPO). | |
| For non-detention immigration complaints explain that the escalation process is to the Parliamentary and Health Services Ombudsman, via a Member of Parliament (MP). | |
| Include a copy of the complaints handling feedback form and ask for it to be completed and placed in the yellow complaints box. Make clear that the reason complainants are being asked to do this is to help the Home Office to monitor and improve the complaints handling process. |