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Complaining about the conduct of a customs officer...
My question is about a customs officer at Leeds/Bradford airport. She walked into the reception area of the airport after my mother had passed through customs with no problems. She demanded my mum's case and keys, and took it back through with her refusing to let my mum be present whilst it was searched. I'm sure this is against the law as she could have stolen or planted something in her case. Please can you advise?
Write to or ask to speak to the Complaints Manager at the office or port/airport concerned. You can make your complaint by letter, phone, fax or in person. Tell them you're unhappy and want to complain. If writing, put Complaint at the top of your letter or fax.
Make sure you provide, or are ready to give:
- your full name and address
- a contact telephone number or email address
- a date, time and location for the incident
- any additional information (including the identity of the officer if known)
- summarise what you think has gone wrong and what you think they should do to put it right.
The complaints manager should look at your complaint and contact you as soon as possible - normally within 15 days.
Most complaints are resolved at this stage.
If you are unhappy with their response you can ask them to look at your complaint again when you should ontact the director with overall responsibility - the Complaints Manager is required to give you details.
A senior officer who has not been involved ahould take a look at the issue and give you a final decision.
If you are still unhappy you can ask the Adjudicator to look into your complaint.
The Adjudicator is an unbiased referee, independent of HMRC, and their services are free of charge but you must have been through the above processes before contacting them to look at the case:
Write to:
The Adjudicator's Office
8th Floor
Euston Tower
286 Euston Road
London
NW1 3US
Tel 0300 057 1111 or 020 7667 1832
Fax 0300 057 1212 or 020 7667 1830
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