London: This article discusses how to make complaints to the Home Office about immigration issues. Bill Gates once said that your most unhappy customers are your greatest source of learning. If the same applies to the Home Office staff who have the unenviable job of fielding complaints about their colleagues from irate migrants and their lawyers, their enlightenment must rival that of any Renaissance polymath. Is a complaint the best way of proceeding? In an alternate universe where the Home Office had not taken every possible step to insulate its staff from the unspeakable trauma that is receiving a politely worded email from a legal representative, formal complaints would be much rarer. Our complete inability to reach Home Office caseworkers means that lodging a complaint is sometimes the only way to contact someone when a problem arises. Where the rarest of miracles does occur, and you have an open line of communication with the relevant caseworker, this is usually the best place to direct any queries. Similarly, if the complaint concerns a finalised immigration decision, this should generally be resolved by appealing the decision or challenging it by way of administrative review. When is a complaint helpful? Home Office guidance defines a complaint as “any expression of dissatisfaction that needs a response about the service we provide, or about the professional conduct of our staff and contractors”. It refers to the following “headings”, or categories, of complaints:
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