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 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

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 WebsiteContactPost
Home Office Office
Direct communications unit
2 Marsham Street
Border Force Allocation Hub
Central point of receipt
7th Floor
Lunar House
40 Wellesley Road
Disclosure and Barring Service (DBS) Customer Services
PO Box 165
L69 3JD
HM Passport Office 222 0000 
Passport enquiries (
HM Passport Office
PO Box 767
UKVI about UK Visas and Immigration (UKVI) – GOV.UK ( currently in service
HM Courts and Tribunals Service Contact the court or tribunal directly where the problem happened by email, phone or letter.
Complain about a court or tribunal – GOV.UK (
Tribunal Judges
Parliamentary and Health Service Ombudsman 015 4033
Monday to Thursday 8.30am to 5.00pm Friday 8.30am to 12pm
The Law Society and Legal Ombudsman
0300 555 0333
Office for Immigration Services Commissioner
(OISC) Team
Office of the Immigration Services Commissioner
5th Floor
21 Bloomsbury Street
The Bar Standards Board Bar Standards Board, 289-293 High Holborn, London, WC1V 7HZ
Immigration Law Practitioners’ AssociationTBC

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.