So further to Keiki's application heres an email that ive just written to complaints@home office. Highlights wont show on the post but you will get the idea i guess
To Whom it may concern.
The following complaint is due to the below
* Applicant's full name:
This Application was received on the 28th of April 2017 which means as of day of writing this we are currently on business day 82.
As per
https://www.gov.uk/government/publications/customer-service-commitments-uk-visas-and-immigration/uk-visas-and-immigration-customer-commitmentsthere are a few points with 1 and 2 that are not being fulfilled within our application see below each line highlighted
You can expect us to:
give you the information online which you need to make your application or claim
make the application or claim process clear and simple - This Application process is anything but clear and simple. Clear and simple would be to give us the opportunity to contact UKVI Directly for updates and information regarding the request.
have service standards that make it clear how long we will take to process your application or claim
let you know if your application cannot be decided within these timescales
give you the right information if you contact us while we are processing your application or claim - When you call the phone line offered (which you have to pay to call (which is disgraceful)) the people on the other end of the phone have 0 access to any application and give no information at all. which means the route of communication is 100% cut off. i have raised two escalations as part of my application. nothing came of the first escalation so they had to set up a second one to hope for a response. THIS IS NOT GOOD ENOUGH.
protect your personal documents and information
explain the reasons for our decision and set out how you can get further information if your application or claim is refused
be helpful and polite
be sensitive to the needs of our vulnerable customers - Being sensitive to the needs of our Vulnerable customers would be to keep them 100% informed as the application goes through. an email of progression, the tracker actually working as the application goes through(not just starting to work when its all done. Please be very aware that being away from your Wife/Husband/Children is the Worst feeling in the world when you are powerless to do this. it causes Stress, Anxiousness, Cases of Depression, and general mental anguish. brief communication could avoid all of that.
take complaints seriously, investigating them fully and providing a considered response - Myself and other people have raised countless issues about this. they are mentioned on different newspaper comment feeds. there are facebook groups, Forums all that state the same thing. that calling up makes no difference, escalating is absolutely pointless because the UKVI dont care or respond. and complaints dont lead to any change at all. so i would completely disagree with this point too.
Here is what you expect from us as users of the system
We expect you to:
abide by the UK’s immigration laws - We all Prep and prep and prep and prep before sending an application into yourselves.
give us complete and accurate information on your application or claim
make your application in good time before you need a decision
respond quickly if we ask you for further information - This for me is the important part of the application. When asked across multiple immigration forums facebook groups and the thousands of people that have gone or are currently going through the system, they have been accepted AND Declined without a single question being asked or further information being requested. bare in mind that these applications cost £1464 EACH + £600 NHS Surcharge. if the UKVI are not asking the applicants in question for any further information it makes it look as if the UKVI are failing people purely to get more money on a re application. If they actually cared about the people that were going through the process there should be no issue in asking for more information and every single person would double check what they sent (because the vast majority of them keep a copy of what they send to confirm) and make sure it wasnt a mistake by the UKVI and send it on again.
tell us if you have any particular requirements or unusual circumstances, or if your circumstances change
treat our staff with respect
The way UKVI Treats the people going through the system (Both UK Citizens and Non UK Citizens) is not good enough , as a UK Citizen that wants to live in this country with my wife and Son. Being discriminated against and not having the ability to choose who i spend my life with is not acceptable. To force people to go through between 30 and 120 Business days with 0 communication (aside from the most generic email ever) and no personal communication is is absolutely sub standard. no other company or government in the world would get away with doing this to its citizens .
If this complaint gets me nowhere i will have no choice but to contact the Ombudsman regarding this situation as a whole (not just for my application) and there will be an influx in communication regarding this.
MrBrit
UK CITIZEN.