§ Mr. HancockTo ask the Secretary of State for the Home Department what disciplinary measures are in place for Immigration Service personnel who do not treat visa applicants with a basic level of courtesy; and if he will make a statement. [31227]
§ Angela EagleThe Home Office, including the Immigration and Nationality Directorate, has clear procedures to be followed whenever there is an allegation of misconduct.
High standards of courtesy and professionalism are expected of all Immigration Service staff when carrying out official duties. Any complaint that there has been a failure to meet these requirements is treated very seriously, and if substantiated could result in disciplinary action.
The Immigration Service Complaints Unit has national responsibility for arranging and overseeing the formal investigation of allegations of misconduct or inefficiency made against Immigration Service personnel or other staff contracted to carry out work on behalf of the service. Written allegations of discourtesy are investigated in accordance with the formal complaint procedures. Verbal complaints about the conduct of staff are normally dealt with on the spot by a supervising officer.
The formal complaint procedures are monitored by the Complaints Audit Committee (CAC), an independent body appointed by the Immigration Minister.