Independent report

An inspection of the Handling of Complaints and MP’s Correspondence by the Home Office Borders, Immigration and Citizenship System (BICS)

This inspection followed up on two earlier inspections of complaints handling by the Home Office’s Borders, Immigration and Citizenship System (BICS): ‘An inspection of the Handling of Complaints and MPs’ Correspondence’, published on 1 March 2016, and ‘A re-inspection of the complaints handling process’, published on 12 July 2017. It also drew on the findings and recommendations from other inspections where complaints had featured.

• From: Independent Chief Inspector of Borders and Immigration
• Published: 8 July 2020

Documents

An inspection of the Handling of Complaints and MP’s Correspondence by the Home Office Borders, Immigration and Citizenship System (BICS)

PDF, 1.05 MB, 63 pages

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Details

Like the earlier inspections, this inspection looked at the handling of complaints received from members of the public relating to the service provided by UK Visas and Immigration (UKVI), Immigration Enforcement (IE) and Border Force (BF), and to alleged ‘minor misconduct’ by staff. It also looked at the handling of complaints from individuals detained in an Immigration Removal Centre. Finally, the inspection looked at the handling of correspondence from Members of Parliament pursuing complaints or raising issues on behalf of their constituents.

Published 8 July 2020