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Guidance

Handling complaints in immigration removal centres

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

Updates to this page

From:
Home Office and Immigration Enforcement
Published:
1 June 2011
Last updated:
3 July 2026
Show all updates

  1. Updated the DSO, Annex F and Annex H with revised versions and addded Annex A.

  2. Updates to the complaints handling framework, record retention, complaints log requirements, escalation and quality assurance routes and links to the whistleblowing policy. Annex J updated.

  3. Handling of complaints guidance updated with further clarification following Home Office team changes.

  4. Annex I updated.

  5. Updated documents due to new processes.

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

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

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

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

  10. Annex K: reporting healthcare complaints.

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

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

  13. Updated Annex G form to current address.

  14. Updated annex D published.

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

  16. Updated guidance and attached annex documents.

  17. First published.

Documents

Handling complaints (accessible version)

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Handling complaints

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Annex A: types of complaints (accessible)

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Annex A: types of complaints

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Annex B: complaints handling process (accessible version)

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Annex B: complaints handling process

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Annex C: how to make a complaint in immigration accommodation

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

Annex D: template 2-day acknowledgement letter (accessible)

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Annex D: template 2-day acknowledgement letter

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Annex E: checklist for responses (accessible version)

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Annex F: complaints handling process feedback form (accessible version)

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Annex F: complaints handling process feedback form

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Annex G: serious allegations (against or about healthcare staff in England) (accessible version)

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Annex H: request for translation (accessible version)

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Annex H: request for translation

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Annex I: complaint withdrawal declaration form

PDF, 123 KB, 1 page

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Annex J: quarterly reporting of healthcare complaints

PDF, 172 KB, 1 page

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Annex K: complaints process map (accessible version)

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Annex K: complaints process map

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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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