| Complaints
Introduction
Staff in the Home Office and its Agencies are committed to providing
you with an efficient and courteous service, but it is inevitable
that things will go wrong occasionally. Let us know when this happens
so that we can put matters right as soon as possible. Equally, if
you have any suggestions about how we might improve our service
generally, we will be happy to listen.
Our complaints procedures are solely designed to look into matters
when someone is dissatisfied about the way in which a service has
been delivered, such as rudeness on the telephone or delays in replying
to correspondence. They do not cover disagreements about government
policy or legislation. So if you are unhappy about an aspect of
legislation or a policy decision, whether it be in general terms
or concerning an individual case, you will need to ask someone to
take this up for you. Your local MP, a solicitor or your local Citizen’s
Advice Bureau are good starting points.
What to do if you have a complaint about the standard of service
we have provided
Immigration & Nationality, Forensic Science, Prisons, Passports,
Criminal Records
The Home Office is a large organisation with widely differing responsibilities.
Different parts of the Department have their own particular procedures
for dealing with complaints. If you have a problem with the standard
of service that you have received from the Immigration & Nationality
Directorate or one of our agencies, you can get advice on how to
complain by clicking on the appropriate link below:
Immigration
and Nationality Directorate
Forensic
Science Service
Prison
Service
UK
Passport Agency
Criminal Records
Bureau
General enquiries from the public made by letter, telephone and
e-mail
If you have approached the Home Office with a general enquiry,
then the chances are that it will have been handled by the Direct
Communications Unit of the Communication Directorate. If you are
unhappy with the service given, then click
here to see our service standards and complaints procedure.
Other areas of the Home Office
If your complaint or suggestion concerns any other part of the
Home Office, you should take it up initially with the person with
whom you have been dealing. If you are unhappy with their response
and want to take matters further, ask how and to whom you should
complain. They will explain how you should proceed.
What to do if you are unhappy with the reply to your complaint
If you are dissatisfied with the reply to your complaint, or the
way in which it was dealt, it is open to you to take up the matter
with the Parliamentary Commissioner for Administration – the
Ombudsman – who will investigate your case: www.parliament.ombudsman.org.uk
|
Back
to Top