ICE complaints process
This page sets out our complaints process. It explains what we consider to be a complaint, how the process works and what you need to do if you'd like to make a complaint. We'll always make every effort to deal with any issues raised and respond constructively and as quickly as possible.
What is a complaint?
We consider a complaint to be any expression of dissatisfaction with a service we're responsible for. This might relate to an area or programme of work we're involved in, or the actions of a member of staff.
If you've made your complaint verbally - either face-to-face, or over the phone - we'll also ask you to put it in writing and follow the guidance below.
Please note - this process can't be used to make a complaint about an ICE member, or to appeal against the result of a membership application. In these cases, please read our:
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When to raise a formal complaint
We'll always try to deal with and resolve complaints at the point they were received. However, if you feel it has not been resolved satisfactorily, you can register a complaint with our complaints coordinator. Your complaint should be made within two months.
What you need to provide
We'll ask you to send as much information as possible so we can investigate your complaint effectively. You should include:
- Your name and a valid email or home address so we can reply to you
- A clear description of your complaint
- Copies of earlier associated correspondence between you and ICE
What we do next
Acknowledging your complaint
If you send a complaint by email, we'll send an automatic acknowledgement on the same day. This will let you know that we aim to respond to the complaint within 20 working days. If we then find that we're unable to reply within this time, we'll let you know within the 20-working-day period and give a realistic estimate of when you can can expect a reply.
Investigating the complaint
The complaints coordinator will appoint a senior member of staff as complaints manager. They will investigate the complaint and let you know the outcome. The investigation will involve a thorough review of all the related and relevant correspondence between ICE and yourself in relation to the complaint. The complaints manager may have to communicate with relevant policy officials, correspondence officers and third parties.
The complaints manager will then decide whether:
- The complaint has been handled correctly, and as effectively as possible
- The complainant's questions have been answered
- The complaint should be upheld and, if it is, what should be done to remedy it
Taking your complaint further
If you're not content with the complaints manager's reply, the next step would be to take your complaint to the ICE director general. Or, if the complaint is against the director general, it should be taken to the current ICE president. The director general or president's decision is final.
After the decision, the director general or president will acknowledge any correspondence from you but, unless any new issues are raised that they consider significant, no further replies will be sent.
Whatever decision is made, we'll make sure we learn from the process and use any issues raised to improve our services.