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
215 AprilDecember 20232024 — See all updates

Documents

Handling complaints (accessible version)

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Handling complaints

PDF, 386 KB, 34 pages

Annex B: summarycomplaints (DSOhandling onprocess a(accessible page)version)

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Annex B: complaints handling process

PDF, 235100 KB, 1 page

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Annex C: makingHow to make a complaint DCF9in formimmigration accommodation

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

Annex D: sampletemplate 2-day acknowledgement lettersletter (accessible)

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Annex D: template 2-day acknowledgement letter

PDF, 95.4117 KB, 21 pagespage

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Annex E: checklist offor pointsresponses which(accessible must be covered in response (accessiible version)

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Annex F: detainee complaints handling feedback form

PDF, 148154 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 complainttranslation response(accessible to be translatedversion)

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Annex H: request for translation

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Annex I: complaint withdrawal declaration form

PDF, 97126 KB, 1 page

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Annex J: quarterly reporting of healthcare complaints

ODT

PDF, 54.542 KB

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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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Updates to this page

Published 1 June 2011
Last updated 215 AprilDecember 20232024 + show all updates

  1. Updated documents due to new processes.

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

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

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

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

  6. Annex K: reporting healthcare complaints.

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

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

  9. Updated Annex G form to current address.

  10. Updated annex D published.

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

  12. Updated guidance and attached annex documents.

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