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Border and Immigration Agency: Complaints

Volume 475: debated on Monday 28 April 2008

To ask the Secretary of State for the Home Department how many complaints were made to the Border and Immigration Agency in each year since establishment, broken down by the nature of complaint; and if she will make a statement. (199959)

Data can be provided from 2000 for service delivery complaints and 2001 for misconduct complaints.

The number of complaints received from members of the public through the Border and Immigration Agency’s central complaints unit (the customer focus team), broken down by category and year are as follows:

Misconduct complaints (relating to staff behaviour)

Number

1 January 2001 to 31 March 2002

530

1 April 2002 to 31 March 2003

436

1 April 2003 to 31 March 2004

546

1 April 2004 to 31 March 2005

422

1 April 2005 to 31 March 2006

433

1 April 2006 to 31 March 2007

354

1 April 2007 to 31 March 2008

360

Service delivery complaints (relating to level of service)

Number

1 April 2000 to 31 March 2001

2,747

1 April 2001 to 31 March 2002

3,943

1 April 2002 to 31 March 2003

3,402

1 April 2003 to 31 March 2004

11,788

1 April 2004 to 31 March 2005

13,008

1 April 2005 to 31 March 2006

13,618

1 April 2006 to 31 March 2007

12,594

1 April 2007 to 31 March 2008

13,585