CA Purkis made this Freedom of Information request to Home Office

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was successful.

Dear Home Office,

The Home Office seem to have a problem providing the public with information as to how they handle complaints. Each time a member of the public requests this information, the FOI team seem to backtrack, delay and refuse the data requested. At a quick glance, I have found the following information on the WDTK website;

Under ref: 31856 on the 28th May 2014, you initially delayed the request for information on complaint handling - after a request for an internal review, you refused the request for this information.
Under ref: 160226 on the 4th May 2013, you initially delayed the request for information and then made the complaint vexatious.

On the 25th February 2016, under reference 318662, you informed me that you were not CLEAR on the information I required. I had asked for a link or an updated version of Complaints Management Guidance 7. Please see link below for a history of this request:

Please see link below as to what I was requesting - a link which is available to the public. You will clearly see that it says on this guidance - Date for Review: April 2015

As you refused my request Ref 318662 (your ref:38820) under Section 22, please could you provide me with the following information;

Please could you tell me which version of the Complaints Management Guidance staff at the UKVI are using right now?

Please could you tell me which version of the Complaints Management Guidance staff at the Home Office are using right now?

Could you confirm that the Complaints Management Guidance 7, has been the subject of a review since the one published in the link I sent above? To clarify - the CMG 7 has been reviewed since April 2015.

Could you confirm when the reviewed Complaints Management Guidance 7 is scheduled for publication?

In my request dated the 25th February 20016, under ref: 318662 (your ref: 38722), you asked if I was requesting the guidance specific to UK Visa's & Immigration or the version used by the Home Office 'overall'?

Could you confirm therefore that the UKVI have a CMG 7 and the Home Office have a CMG 7? Otherwise your question would have been very strange indeed. After all - I asked you clearly for the updated version of a specific CMG - quoting the number et al.

Could you provide me with a copy or a link of the Home Office's version of CMG 7? The version you stated they use 'overall'?

Yours faithfully,

CA Purkis

FOI Requests, Home Office

Thank you for contacting the Home Office FOI Requests mailbox.

The Freedom of Information (FoI) Act 2000 provides public access to
recorded information held by the department.

If you have submitted a valid FoI request, we will acknowledge your
request within 48 hours, and aim to provide the information requested
within 20 working days as specified under the FoI Act


If you have a general immigration enquiry, or require an update on a
specific case, you should contact UKVI directly, contact information can
be found here: and

General enquiries should be directed to
[2][email address]  


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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.


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FOI Requests, Home Office

CA Purkis,

Thank you for contacting the Home Office with your request.

This has been assigned to a caseworker (case ref 39179). We will aim to send you a full response by 04/05/2016 which is twenty working days from the date we received your request.

If you have any questions then please do not hesitate to contact us.

Thank you,

P. Zebedee
FOI Requests
Home Office

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FOI Responses, Home Office

1 Attachment

Dear Ms Purkis,


Please see the attached response to your Freedom of Information request
(ref 39179).



Yours sincerely


Information Rights Team


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