Complaint Process

This is how the complaints process works at the BuBS

Who can contact us?

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Refugees registered in Berlin, regardless of their place of residence in the city

All refugees who are registered in Berlin can submit complaints to us regarding a Berlin authority or their accommodation. It doesn’t matter what their residency status is or where they live in Berlin.

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Staff members from refugee accommodation

Staff members of refugee accommodation may also complain if the complaint aims to improve the living situation of the refugee residents.

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Volunteer helpers

Volunteer helpers can also submit complains on behalf of the refugees.

Authorized representatives require a power of attorney from the refugee.

This is how the complaints process works

Step 1

Our employees will record your complaint in your native language iWe speak Arabic, Azerbaijani, Dari, German, English, Farsi, French, Kurdish, Maninka, Pashto, Georgian, Vietnamese, Russian, Tigrinya, Turkish and Ukrainian. Language mediation for other languages and for sign language can be organised..

Our employees will record your complaint in your native language. We speak arabic, Azari, Dari, German, Farsi, Kurdish, Maninka, Pashtu, Russian, Tigrinya, Turkish and Ukrainian. Language Mediation for other languages and for Sign language can be organized.

You can reach us by phone, through the contact form on our website, via email, via IM or by visiting our office in Neukölln.

You decide whether you prefer to talk to a woman or a man.

Do you live in LAF accommodation? If so, you can speak directly with our complaint officers at the BuBS consultation hours. The BuBS consultation hour takes place once or twice a month. The dates are posted in the accommodation.

All conversations are confidential and complaints can be anonymous. We only share information if you want us to.

This means:

• We do not share your name or contact details.
• We do not inform anyone that you have visited us.
• We do not tell anyone what you talked to us about.
• You do not have to tell us your name.

Step 2

Our social team will advise you on how to proceed and will write your complaint the way you want it. We will then translate your complaint into German and forward it to the relevant authority.

If we have all the required information and documents, we will take over the bureaucratic work for you and forward the complaint to the competent authority within a maximum of one week (this is our processing time, not the deadline for the authority’s response). In very urgent cases, we will process and forward the complaint immediately. You will receive a copy of the letter we have sent to the authority.

Important note: The BuBS is officially commissioned by the Berlin Senate Department, but operates independently from authorities and management of the accommodation.

This means:
• The authorities and management of the accommodation are not our superiors or colleagues.
• The authorities and management of the accommodation cannot request data, documents or information from us.

Step 3

If you have any questions about the authority’s response to your complaint, we will be happy to assist you.

If you have any questions about the authority’s response to your complaint, we will be happy to assist you.

You will receive the detailed response letter directly from the authority. If you decide that your name and contact details should not be forwarded to the authorities, you can authorise us to receive the detailed response, which we will forward to you.

We will be happy to translate the reply for you and, if necessary, discuss the further procedure with you.

If the feedback from the authority takes too long, we will of course follow up.

How else will my complaint be used?

In order to improve the quality of the shelters and the work of the Berlin authorities, all complaints received are also recorded in statistics. Your personal data will not be captured in this statistic. The evaluation of the statistics is regularly forwarded to a committee that is affiliated with the Complaints Office (Advisory Board) and that includes both senior staff from the authorities and representatives of civil society, including refugees. This body decides based on the statistically evaluated complaints whether fundamental changes are necessary to eliminate the deficiencies identified in the complaints.

What complaints do we accept?

We accept all complaints regarding refugee accommodations or Berlin authorities. If the BuBS is not responsible, we will refer you to the appropriate contact.

A complaint may be, for example:

• You have been waiting a long time for your benefit notification (Leistungsbescheid) from the LAF/Jobcenter/Office for Social Affairs.
• There is vermin in the accomodation kitchens or rooms and the management does not take care of it, although you have complained to them.
• You are not allowed to have visitors in your accommodation.
• There is no wifi in the accommodation, so your child cannot participate in online classes and you cannot make online applications.
• The LAF does not respond to your emails or you cannot reach them by phone.
• You are chronically ill but have been waiting for weeks to receive your health insurance card.
• The new school year has started and your child has not been given a school place.
• The security staff in the accommodation or at an authority has threatened or insulted you.

If you are not sure whether we are the right contact point for your problem, please do not hesitate to contact us anyway. We will be happy to clarify it together.

Documentation and data protection:

All information provided is documented by us (digital and paper form). Only the responsible BuBS employees have access to your data. We only pass on information if you want us to. All information provided will be deleted after one year. Complainants have the right to access, correct or complete their personal data at any time. You can find more information under Privacy Policy.

Questions and Answers

Complainants

Who can complain to the BuBS?

• Refugees who are registered in Berlin, regardless of whether they live in a shelter or in a flat.
• Full-time employees in refugee aid sector
• Volunteer helpers

PS: Authorised supporters need a power of attorney from the refugee.

What can I complain about?

We accept all complaints concerning a refugee shelter or a Berlin authority. No matter what it is about.

A complaint may be, for example:

• You have been waiting a long time for your benefit notification (Leistungsbescheid) from the LAF/Jobcenter/Office for Social Affairs.
• You are not allowed to have visitors in your accommodation.
• The new school year has started and your child has not been given a school place.

You will find several examples at the top of the page.

If you're not sure if we're the right point of contact for your problem, don't hesitate to contact us anyway. We can clarify this together.

How can I make a complaint to BuBS?

You can reach us by phone, through the contact form on our website, by email, by WhatsApp, or you can come to our office in Neukölln.

4. What happens to my complaint?

First, we clarify with you what you are complaining about and what goal you want to achieve with it. Our social team will write your complaint exactly as you wish. We then translate your complaint into German and forward it to the responsible authority. You can find more details at the beginning of this page.

What does the BuBS do?

We receive complaints from refugees and forward them to the responsible Berlin authorities. We also create anonymous statistics to improve the quality of accommodation and the work of the Berlin authorities.

What does the BuBS not do?

• We do not provide legal or social advice.
• We do not help with the search for housing, daycare, school or work.
• We do not help with translation or interpreting.
• We do not help with applications, whatever they may be.

Do I have to pay anything?

No.

Can I complain anonymously?

Yes. Although all conversations with us are confidential, you do not have to tell us your name.

You can also decide that we do not share your personal data with anyone. We only provide information if you wish.

However, with an anonymous complaint, it cannot be guaranteed that the responsible authority can review the complaint.

What does "anonymous" mean?

This means that you do not have to provide us with your name or any personal information in order to file a complaint.

If you provide your personal information but wish for your complaint to be anonymized when forwarded to the relevant authority, this means that your identity cannot be determined from the complaint.

However, with an anonymous complaint, it cannot be guaranteed that the responsible authority can review the complaint.

What does mean: "all conversations are confidential"?

This means:

• We do not share your name or contact information.
• We do not tell anyone that you were with us.
• We do not tell anyone what you talked about with us.

Will my name, phone number, or other personal data be shared with another person or authority?

No. ONLY if you give us permission will we share this information with another person or authority.

12. Is BuBS responsible for reviewing my complaint and providing feedback?

No. We are not responsible for reviewing the complaint or providing feedback. The responsible authority is the Berlin authority that received the complaint. We only forward the complaint and ask about the current status of the feedback.

I do not speak German. Can I still file a complaint?

Yes. You can file the complaint in your native language. We speak more than 16 languages and can organize language mediation for other languages and sign language.

What happens to my personal data and the information I provide to BuBS?

The data is used for processing and formulating the complaint. Only if you give us permission, we will forward it to the relevant authority(ies) for them to conduct an examination of the complaint. If you do not wish for this to happen, we will forward the complaint anonymously.

All data will be deleted automatically after one year.

How long does it take for the BuBS to process and forward my complaint to the relevant authority?

We process and forward the complaint to the relevant authority within a maximum of one week. In urgent cases, we process and forward the complaint immediately. You will receive a copy of the letter we sent to the authority.

When will I receive feedback from the authorities?

Unfortunately, we cannot provide an exact timeframe. It depends on the authority and the nature of the complaint. For example, the State Office for Refugee Affairs (LAF) usually reviews complaints within two weeks. However, depending on the complexity of the issue, it may take longer.

If the response from the authority takes too long, we will follow up and inquire again.

How will I receive feedback on the outcome of my complaint?

You will receive detailed feedback directly from the responsible authority to which we forwarded your complaint. The response will be sent to the contact information you provided (address and/or email). If you have instructed us not to share your information with the authority, you can authorize us to receive the response and forward it to you.

If you submitted your complaint anonymously and did not provide any contact information, unfortunately, we will not be able to inform you of the outcome.

Could making a complaint really help me?

We cannot guarantee that your complaint will solve your problem, as we are not responsible for reviewing it. However, remaining silent will not resolve your problem, and it is better to actively seek a solution. So far, we have received thousands of complaints, and approximately 65% of them have been addressed. Therefore, by filing a complaint, you have a good chance of resolving your problem.

Submitting a complaint is free, and our process is straightforward and uncomplicated.

I'm afraid of getting into trouble if I make a complaint.

Everyone in Germany has the right to make a complaint. Naturally, making a complaint should not result in any negative consequences in your accommodation or with the authorities.

The complaint can help solve your problem!

You can make a complaint anonymously, and you do not need to provide your name to us.

I received a negative response. What can I do now?

Please feel free to contact us again so that we can work together to determine possible next steps. Through us, you can submit a new complaint against the negative response.

We can also advise you on which organizations or initiatives you can turn to for further assistance.

Is the BuBS independent? / How is the work of the BuBS financed?

We are officially commissioned and financed by the Berlin Senate Department for Integration, Labor and Social Services, but we are independent of the authorities and the management of the accommodation.

This means:

• The authorities and the management of the accommodation are not our superiors or colleagues.
• The authorities and the management of the accommodation cannot request any data, documents, or information from us.

Does BuBS receive more money if they take in more complaints?

No. We do not have an incentive system for our activity.

Do BuBS employees work for an accommodation or an authority?

No. We are an independent entity. Authorities and the providers of the accommodation are not our superiors or colleagues, and they cannot request data, documents, or information from us.

Can I file a complaint with BuBS about the Federal Office for Migration and Refugees (BAMF)?

No. The BAMF is not a Berlin authority but a federal authority (for all of Germany). We can only accept complaints regarding a Berlin authority or refugee accommodation.

What is the goal of BuBS?

Our goals are:
• To improve the situation of refugees in Berlin
• To find the best possible solutions together with refugees, authorities, and the management of the accommodation
• To develop a stronger refugee-oriented approach in the processes of Berlin authorities
• To inform refugees about their rights and to support the providers of the accommodation
in quality management.

Are the premises of BuBS accessible without barriers

Yes.

FAQ for providers of the accommodation and authorities

Our podcast

We have summarized how the Berlin Independent Complaints Office works and the issues you can approach us with in a podcast for your convenience: