Complaints procedure

Find out how to complain about Border Force and how we deal with complaints.

A complaint is any expression of dissatisfaction that needs a response, about:

  • the standard of service received from Border Force

  • the professional conduct of Border Force staff or contractors

Before you make a complaint

Common issues

Border security is our top priority. When flights are delayed or multiple flights arrive in a short space of time, it can take longer for passengers to go through our border security checks.

ePassport gates may be temporarily closed for a number of reasons:

  • it is more efficient for passengers to be checked by officers during quieter times
  • a gate may need an IT or system update
  • officers need to carry out manual checks for a large group of passengers who cannot use eGates

Children under 10 are not eligible to use ePassport gates.

Why you were stopped

We are unable to comment on specific reasons for additional checks on travellers at the border. To request personal data held in the immigration and borders system, you will need to make a subject access request.

Read more about how we look after your personal information.

We have a safeguarding duty and may need to ask you a few questions if you are travelling with a child under 18 and you are not the child’s parent or may not appear to be the parent (for example, you have a different family name).

Who stopped you

Border Force officers wear a dark blue uniform and usually have epaulettes on their shoulders.

If the officer was not wearing this uniform, contact the relevant organisation, such as the port or airport customer services department, directly.

Border Force uniform

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Other departments

To avoid delays, make sure you contact the right department.

We cannot help you with issues not related to Border Force, or with any of the following:

Complaints about other areas of the Home Office

Other areas of the Home Office have their own complaints procedures:

Requests for information

Make a complaint

You should submit your complaint no later than 3 months after the incident has happened unless there are exceptional circumstances.

What to tell us

Give as much information about yourself as you can to help us investigate your complaint:

  • your full name, telephone number, email and postal address

  • full details of what your complaint is about, including times, dates and locations, flight number (if applicable), airport and terminal

  • the names or identifying numbers of the Border Force officers or a full description of each officer

  • your passport number and date of birth, or a copy of the biometric data page of your passport

  • a copy of the page in your passport stamped by the officer concerned, if applicable

  • copies of any relevant letters, paperwork or references

  • evidence of any damage caused, for example photographs, and any quotes, invoices and receipts to support your claim

Make a complaint for someone else

To disclose information about another person, we need written authorisation.

Ask the person who wants to complain to complete our Border Force third party authority form (PDF, 91.2 KB, 3 pages) and make sure it includes their handwritten signature before completing the rest of the steps for making a complaint.

Where to send your complaints

We only accept written complaints in English or Welsh.

Email your complaint to [email protected].

Alternatively, you can fill in the Border Force complaints and compliments form (PDF, 59.5 KB, 2 pages) and send it to:

Complaints Allocation Hub
Central point of receipt
7th Floor
Lunar House
40 Wellesley Road
Croydon
CR9 2BY

What happens next

You will get a response saying we have received your complaint. We may also contact you during an investigation for more information.

Complaints are managed by our Correspondence team. They will make sure that your complaint is resolved in a satisfactory and timely manner.

For more information about how we deal with complaints, see our complaints management guidance.

How long it will take

You will receive a response within 20 working days if it meets the criteria of a complaint that needs a response.

Serious complaints

If you make a serious complaint, for example about professional misconduct, we may refer the case to the Home Office’s Professional Standards Unit.

You should receive a response from their investigators within 12 weeks.

If you are not satisfied with the response

You can ask us to review the complaint. We will need detailed information explaining what you are not satisfied with. A member of staff can then carry out an independent review of your complaint.

You should get a response within 20 working days of the date when you asked for a review.

If you are still not happy at this stage, you can make a complaint to the Independent Examiner of Complaints, who may be able to help you.

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