Update healthcare complaints handling guidance
The Home Office must review and update Detention Services Order 03/2015: Handling of Complaints to ensure that appropriate guidance is given to healthcare providers on the investigation and handling of complaints specific to the provision of healthcare in an immigration detention setting. The Home Office must ensure that training about the updated guidance takes place on a regular (at least annual) basis for staff dealing with healthcare complaints, as well as those responsible for managing them. The training must be subject to an assessment. Healthcare providers in immigration removal centres must ensure that all healthcare complaints are robustly investigated in accordance with the updated guidance. The methodology and outcomes must be clearly communicated, including to the detained person. They must also ensure that appropriate, regular (at least annual) training and guidance is provided to those holding responsibility for the investigation of healthcare complaints.
- In February 2025, DSO 03/2015 (Handling Complaints in IRCs) was updated to include healthcare complaint escalation pathways, translation request forms, and quarterly healthcare reporting to the Home Office (Detention Services Order 03/2015, Home Office, February 2025).
- No independent assessment of whether the updated complaints process has improved healthcare complaint outcomes in practice has been identified to March 2026.
How was this evidence gathered?
Response
Accepted in Part
Response
Accepted in PartA comprehensive review of complaints processes, including medical complaints, is underway. Detention Services Orders are to be updated on completion.
Progress Timeline
Angela Eagle, Written PQ 23170 (15 January 2025): 'Completed and closed as of October 2024.'
Published Evidence
Published assessments of progress from inspectorates, select committees, official progress reports, and other sources. Source type badge indicates whether each assessment is independent or government self-reported.
Active Home Office team increased contact and communication with detainees. Oversight mechanisms functioning but more work needed.
View detailed findings
Based on Independent Review of Progress visit in August 2025, following up 13 concerns from August 2024 inspection. Brook House run by Serco held 192 detainees at time of visit.
Inquiry Chair Kate Eves described government response as "inadequate" and called for a "reset" with the new government. Warned abuse "becomes a question of when, not if" it happens again.
View detailed findings
In September 2024, Kate Eves told Channel 4 News she was "disappointed with what I see as an inadequate response by the former government to an important report." She noted the inquiry cost about £20 million over four years. Home Office lawyers had argued her "recommendations are not binding."