UK Home Office Complaints Procedure

Complaints play an important role in improving public services and the Home Office treats them as a formal way for individuals to raise concerns. Understanding what qualifies as a complaint, how it is handled and what to expect from the process can help applicants and the public understand the system with greater confidence.

UK Home Office defines a complaint as an expression of dissatisfaction with the services it provides. It is not the same as general correspondence, expressions of disagreement with government policy, or requests made under the Freedom of Information Act. In essence, complaints relate directly to the way services are delivered, rather than broader policy decisions.

Different areas of the Home Office have their own complaints procedures, including:

• UK Visas and Immigration (UKVI)
• Immigration Enforcement
• Border Force
• Disclosure and Barring Service
• HM Passport Office

For all other complaints, you can contact the Home Office directly:

Email: [email protected]

Post:
Home Office
Direct Communications Unit
2 Marsham Street
London SW1P 4DF

Fax: 020 7035 4745

When submitting a complaint, you should provide as much detail as possible, including:

• The specific area of the Home Office your complaint refers to and a contact name, if available.
• Whether this is your original complaint or a follow-up to a reply you were not satisfied with.
• A clear description of the complaint and what outcome you would like.
• Your full postal address, telephone number and email address.

The Home Office aims to respond within 20 working days. If more time is needed, you will be informed of the reason and given an expected timeframe for a full reply.

Complaints must be submitted in writing, in either English or Welsh. To ensure your concerns are dealt with efficiently, it is essential to provide as much detail as possible, including:

• Your full contact details, including address and phone number.
• A clear account of what you are complaining about, with times, dates and locations.
• The names or identification numbers of staff you dealt with, if known.
• details of any witnesses to the incident, if appropriate
• details of any reimbursement issues, including papers and receipts, to support your claim
• any reference numbers you have – for example, refund reference, appeal reference, unique application number (UAN), immigration health surcharge (IHS) reference, or any payment references

If you are making a complaint on behalf of another person, you must provide their details (name of the person) and written authorisation permitting the Home Office to disclose information about their case.

For complaints about the UKVI contact centre, you will also need to include the date of your call, the number dialled and the number from which you called.

Once received, your complaint will be handled by the Home Office correspondence team. You will be sent an acknowledgement and may be contacted for further information. The team’s role is to ensure complaints are investigated and resolved in a timely and satisfactory manner.

The standard response time is 20 working days. If further investigation is required, you will be informed of the delay and advised when to expect a full reply. Serious cases, such as those suggesting professional misconduct, may take up to 12 weeks to conclude, as these require impartial investigation.

Complaints that suggest professional misconduct may be referred to the Home Office’s Professional Standards Unit. If this happens, you will be informed in writing and once the investigation is complete, the outcome will be shared with you directly.

If you believe your complaint has not been addressed fully, you can request a review within one month of receiving the Home Office’s response. This review will be carried out by another  member of staff, independent of the original investigation. The outcome should be provided within 20 working days.

• Complaints do not affect the outcome of applications, nor do they speed up or delay processing.
• Your complaint will be managed by our correspondence team. They are responsible for ensuring that your complaint is resolved in a satisfactory and timely manner. 
• Ex-gratia claims (for financial compensation) are subject to separate guidance and timescales.

At Morgan Smith Immigration, we understand how complex the UK immigration system can be. Whether you are considering making a complaint to the Home Office, need guidance on your application, or want reassurance that your case is being handled correctly, our team is here to support you every step of the way.

With over 20 years of experience and a commitment to excellence, Morgan Smith Immigration is your trusted partner for all your immigration needs.

Call us today on 0203 959 3335 or email [email protected] to arrange a confidential consultation and find out how we can assist you with your UK Visa application.