ILPA Complaints Process and Procedure
Making an informal or formal complaint about an individual / institution
It can often be an extremely difficult decision when deciding whether to go through the process of making a formal complaint. This decision can often be made more difficult when the allegation is about racism and racial discrimination.
As a membership organisation, we at ILPA want to ensure that our members feel supported when making a complaint about an institution or an individual who they believe to have been racist or discriminatory. To do this we have developed a procedure where you can contact us about your complaint, and where possible we will monitor the development and outcome.
As an initial step please email complaints@ilpa.org.uk. We aim to acknowledge your email within 24 hours of receipt during the working week. Your prospective complaint will then be reviewed internally. If we feel it is appropriate we will authorise you to cc ILPA into your complaint email. We will provide a specific line to add to the email that states ILPA are aware of and are monitoring the complaint. If submitting an online form is your only option, and therefore you are unable to cc ILPA, we will ask you to send us a copy of the complaint and share the development and outcomes.
All information received by ILPA regarding complaints will be treated as strictly confidential. However, we will be keeping a record internally in order to identify any persistent patterns.
If you do not want to make a formal complaint but would like to bring an issue to our attention we welcome you to email complaints@ilpa.org.uk.
Please be reminded that ILPA is not a regulatory body and therefore does not have the authority to process complaints relating to external organisations. All formal complaints need to go through the necessary complaints procedure relating to each institution. We have provided a table below detailing the relevant information for each organisation.
Please ensure you read all of the guidance related to the relevant institution prior to making a complaint.
| Institution | Website | Contact | Post |
| Home Office | https://bit.ly/34khq20 | public.enquiries@homeoffice.gov.uk | Home Office Direct communications unit 2 Marsham Street London SW1P 4DF |
| Border Force | https://bit.ly/3oSXOeA | complaints@homeoffice.gov.uk | Complaints Allocation Hub Central point of receipt 7th Floor Lunar House 40 Wellesley Road Croydon CR9 2BY |
| Disclosure and Barring Service (DBS) | https://bit.ly/3frW3SV | DBScomplaints@dbs.gov.uk | DBS Customer Services PO Box 165 Liverpool L69 3JD |
| HM Passport Office | https://bit.ly/3bWdPv7 | 0300 222 0000 Passport enquiries (eforms.homeoffice.gov.uk) | HM Passport Office PO Box 767 SOUTHPORT PR8 9PW |
| UKVI | https://bit.ly/3fNSyoy | Complain about UK Visas and Immigration (UKVI) – GOV.UK (www.gov.uk) | Not currently in service |
| HM Courts and Tribunals Service | https://bit.ly/3bW2wmD | Contact the court or tribunal directly where the problem happened by email, phone or letter. Complain about a court or tribunal – GOV.UK (justice.gov.uk) | n/a |
| Tribunal Judges | https://bit.ly/3hUHAQY | general.enquiries@judicialconduct.gov.uk | n/a |
| Parliamentary and Health Service Ombudsman | https://bit.ly/3upAp5P | 0345 015 4033 Monday to Thursday 8.30am to 5.00pm Friday 8.30am to 12pm | n/a |
| The Law Society and Legal Ombudsman | https://bit.ly/34h5Pkj https://bit.ly/3fKPPfx | enquiries@legalombudsman.org.uk 0300 555 0333 | n/a |
| Office for Immigration Services Commissioner (OISC) | https://bit.ly/2Sv9iJr | complaints@oisc.gov.uk | Complaints Team Office of the Immigration Services Commissioner 5th Floor 21 Bloomsbury Street London WC1B 3HF |
| The Bar Standards Board | https://bit.ly/3unOcd1 | contactus@barstandardsboard.org.uk | The Bar Standards Board, 289-293 High Holborn, London, WC1V 7HZ |
| Immigration Law Practitioners’ Association | TBC | complaints@ilpa.org.uk | n/a |
Making a complaint about an ILPA member
If you wish to make a complaint about another ILPA member please follow the disciplinary regulations attached below.
Making a complaint about ILPA
If you wish to make a complaint about ILPA’s staff or Trustees please follow the attached guidelines: ILPA Complaint Policy.