Home Department written question – answered at on 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.
holding answer
The information is as follows:
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.
The CRB does not record complaints separately from day to day correspondence.
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.
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