Guidance

Handling complaints in immigration removal centres

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

• From: Home Office and Immigration Enforcement
• Published: 1 June 2011
• Last updated: 5 December 2024 — See all updates

Documents

Handling complaints (accessible version)

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Handling complaints

PDF, 386 KB, 34 pages

Annex B: complaints handling process (accessible version)

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Annex B: complaints handling process

PDF, 100 KB, 1 page

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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

PDF, 117 KB, 1 page

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Annex E: checklist for responses (accessible version)

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Annex F: complaints handling feedback form

PDF, 154 KB, 2 pages

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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

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Annex J: quarterly reporting of healthcare complaints

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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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Published 1 June 2011
Last updated 5 December 2024 + show all updates

1. 5 December 2024

   Updated documents due to new processes.

2. 21 April 2023

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

3. 7 March 2023

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

4. 3 February 2023

   Added translations for annex D making a complaint DCF9 form.

5. 3 January 2023

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

6. 22 June 2022

   Annex K: reporting healthcare complaints.

7. 13 June 2022

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

8. 8 June 2022

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

9. 6 August 2020

   Updated Annex G form to current address.

10. 2 November 2018

    Updated annex D published.

11. 2 February 2017

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

12. 17 August 2015

    Updated guidance and attached annex documents.

13. 1 June 2011

    First published.