Complaints procedure

There are 2 stages if you want to make a complaint about the service provided by Border Force or the professional conduct of its staff.

Complaints should be made in writing by the aggrieved person or their representative.

They should be made no later than 3 months after the date of the incident unless there are exceptional circumstances.

Stage 1

Contact us by email or letter if you are:

  • unhappy about the standard of service received from Border Force
  • unhappy about the professional conduct of Border Force staff or contractors

We need to know:

  • the date, time and port where the incident occurred
  • details of your complaint

If you are a representative, we will require written authority from the individual concerned.

Contact details

Email: complaints&compliments@homeoffice.gsi.gov.uk

Write to us:

Border Force Complaints and Correspondence Team
Lunar House, 11th floor Long Corridor
40 Wellesley Road
Croydon CR9 2 BY

Please note, we can only accept complaints in English and Welsh.

We aim to answer complaints within 20 working days of receipt. This does not include Saturdays, Sundays and bank holidays in England and Wales.

Stage 2

You can write to Border Force if you’ve been through stage 1 and aren’t happy with the response. A complaints manager will review the handling of your complaint.

Email: borderforcecomplaints@homeoffice.gsi.gov.uk

Write to us:

Border Force Complaints and Correspondence Team
Building 25
Priory Court
St Johns Road
Dover
Kent
CT 17 9SH

Taking things further

You can ask the Parliamentary and Health Service Ombudsman via an MP to look at your complaint if you’re still not happy.

Our service standards

We aim to respond to 95% of complaints within 20 working days of receipt.

Compliments

Compliments about the service offered by Border Force and the conduct of its staff can be sent in writing to either of the above addresses. They will be passed to the appropriate managers.

All complaints and compliments about Border Force are important to us, and are used to help us improve our service to all of our customers.

How to make an FOI request

The Freedom of Information Act

The Freedom of Information Act gives you the right to ask any public sector organisation for all the recorded information they have on any subject.

Anyone can make a request for information – there are no restrictions on your age, nationality or where you live.

Email: foirequests@homeoffice.gsi.gov.uk

Tel: 020 7035 4745

Freedom of Information requests
Home Office FOI requests
Direct communications unit
2 Marsham Street
London
SW1P 4DF