Complaints management guidance

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


Complaints management guidance

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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
Published 12 February 2015
Last updated 19 September 2016 + show all updates
  1. Updated guidance.
  2. First published.