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Departmental Complaints

Volume 479: debated on Monday 1 September 2008

To ask the Secretary of State for the Home Department how many complaints have been received by her Department's complaints officer in each year since 1997. (220069)

[holding answer 21 July 2008]: The information is as follows:

Home Office HQ

The Home Office does not record complaints separately from day to day correspondence. All incoming correspondence, including any complaints, is scanned onto the Department's correspondence tracking system and is dealt with by the appropriate unit. Complaints are not identified as such on the system and no specific data are available.

Criminal Records Bureau (CRB)

The CRB does not record complaints separately from day to day correspondence.

United Kingdom Border Agency

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 United Kingdom Border Agency's central complaints unit (the Customer Focus Team), broken down by category and year is 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

The data do not include complaints which may have been received within correspondence managed through separate processes, for example letter from Members of Parliament.

Identity and Passport Service (IPS)

The information is not available save at disproportionate cost. IPS does not record all complaints centrally and it would be a major exercise to collate information from the seven regional offices as well as the 68 ION offices together with those escalated complaints that do come up to HQ.