Handling Complaints

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,

Please could you provide me with the following information;

1. Is all complaint correspondence that comes into the Home Office logged on the Correspondence Tracking System?
(This would exclude phone complaints and general correspondence which comes in from the public or the MP's)

2. On your desk aid for Home Office headquarter staff, it states that 'for reasons of sensitivity' you may wish to remove a case from CTS and handle it locally. Please could you provide me with your 'reasons' why a case would be removed from CTS?
3. Could you confirm that ALL correspondence coming in to you regarding a complaint is logged somewhere on your system? eg DCU or CTS
4. Are there any reasons or procedures or guidelines which refer or require you to ignore a complaint that you receive?

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

PLEASE NOTE

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:
https://www.gov.uk/government/organisati... and
[1]https://www.gov.uk/visas-immigration

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

 

show quoted sections

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

References

Visible links
1. https://www.gov.uk/visas-immigration
2. mailto:[email address]

Home Office

1 Attachment

Reference : T2469/15

Thank you for your e-mail enquiry of 11/02/2015 10:48:04 AM

A reply is attached.

show quoted sections

Jt Oakley left an annotation ()

You respondee sounds rather testy.

You are asking for file information, not questions.

Why is the respondee supplying an opinion, rather the than file information requested ?

CA Purkis left an annotation ()

Yes JT Oakley. Rather odd that isn't it?

Wayne Pearsall left an annotation ()

Oh, How nice. Raise a complaint about an Home Office employee, and it gets swept under the carpet, and every record of the complaint is deleted? Nice that... Very nice...

Jt Oakley left an annotation ()

One could almost assume that the Home Office wanted to avoid responding to an FOI request by diverting it to a Q&A, if one didn't know that it was a fine upstanding government department,intent on being candid, transparent and treating the public with respect.

Dear N. Jessup

Many thanks for your reply. I would be most grateful if you could clarify the following for me;
1. You state that my request does not fall under the FOIA as I am asking for an explanation? There seems to be some confusion here. I am not asking for an explanation. I am asking if there are clear and recorded procedures in place that require all complaints correspondence to be logged in the CTS? Although you kindly answered what you thought was an explanation, could you, for the record, confirm that it is a recorded procedure to log complaints and correspondence onto the CTS?

2. Could you also confirm for me that it is recorded Home Office policy to remove any complaints against Home Office staff from the CTS? Could you provide me with the information as to where this data is stored once it is removed from the CTS? If you are unwilling to provide me with the information as to where the complaints about Home Office staff are stored, please could you merely confirm that this information is stored once it is removed from the CTS?
Many thanks for your kind attention in this matter.

Yours faithfully,

CA Purkis

Home Office

1 Attachment

Reference : T3699/15

Thank you for your e-mail enquiry of 04/03/2015 11:35:08 AM

A reply is attached.

show quoted sections

Dear Home Office,

Many thanks for your reply.

Yours faithfully,

CA Purkis