House of Lords, Written Answers

Airports: Security

Posted by LordSheikh

Lord Sheikh:

To ask Her Majesty’s Government what steps they have taken to ensure that UK Border Agency officers and other officers involved in security procedures at airports are polite and courteous to those searched.

Baroness Neville-Jones: Customer service is an integral part of the induction training for new officers and is assessed as part of the performance management process for all UKBA staff working at the border.

Any customer who is dissatisfied with their experience of UKBA while crossing the border is encouraged to make a complaint. Ports hold a supply of How to Complain leaflets that are available to customers and explain the complaints process. All complaints are taken seriously and UKBA aims to provide a response within 20 days. Complaints can lead to a review of procedures and process, new training for staff or, in more serious matters, disciplinary action.

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