The complaints procedure
We have a Complaints Manager and an established procedure to deal with complaints by applicants, or their legal representatives, who are not happy with the way that we have dealt with their application. The purpose of the complaints procedure is to investigate whether your application has been carried out properly in accordance with our standards of service and that all relevant procedures have been followed.
Making a complaint
If you have an application with us and you are not happy with the way that it is being dealt with, it is usually best to try to resolve this informally with the person dealing with your case. If this does not resolve the problem, or if the review of your case is already concluded, you may wish to make a formal complaint. If you do make a complaint it will not prejudice the review of your case.
You can make a complaint verbally, by telephoning and asking for the Complaints Manager, or in writing, by post or by email to complaints@ccrc.x.gsi.gov.uk. In more complex situations you may be asked to set out your complaint in writing, specifying as exactly as possible what it was that we failed to do that could have led to a wrong decision being made. For instance was there some enquiry that should have been made, or some piece of evidence that was not taken fully into account?
When the complaints procedure cannot help
It is important to note that if we have already considered the points that you have raised, and have made a decision on them which is reasonable according to our procedures, then the Complaints Manager cannot look at that again only on the basis that you do not agree with it. The proper course of action in those circumstances is to consider getting legal advice on challenging our decision by way of judicial review.
If you have new information after your case is closed
If, after we have closed your case, you find new information that we have not seen before, the best course of action would be to submit a new application. If you are unsure about this the Complaints Manager or Legal Adviser would be happy to advise you.
Information leaflet
The Commission provides a complaints leaflet which can be ordered from the 'Publications' section of this site, or by contacting us directly to ask for it.
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