Customer services
We are committed to providing quality services that meet the needs of all our customers worldwide. In this section you will find information about a range of services we manage - from the provision of visa information through to the application process and its outcome, and information about our work with independent bodies and visa staff around the world to help deliver those services to you.
Here are just some of the services you can access on this website:
Online visa application system
Do I need a visa questionnaire
A guide to processing times
Enquiry form
Visa application centres abroad
Information guides for applicants
Frequently asked questions
Talk to us!
Your views matter. We use your suggestions and feedback to make improvements and develop the services we provide to our customers. Most of the feedback and comments we receive through regular surveys is forwarded to our Entry Clearance Managers and the Regional Directors worldwide so that they are aware of how visa applicants in their region rate the service received at the visa application centres they manage.
Here are a few comments you made in our Customer Information Service Survey and the improvements we have made in response:
What you said: |
What we did: |
| ► You wanted a better indication of how long it takes for various types of visas to be issued. | ► We collected the processing times performances from visa application centres around the world and publish them on our guide to visa processing times page. |
| ► We should improve guidance for visa applicants to include details of the new points- based system. | ► We have began a comprehensive review of guidance for visa applicants. The new content will be made available in stages. We hope to complete the review by the end of March 2010. |
| ► Provide a list of visa fees in local currency which should include payment methods. |
► We have updated the fees on local websites to include this information. |
| ► Give information on opening times of visa application centres. |
► We have published this on local websites together with details of local public holidays. |
The full survey report with results can be found under the list of publications below.
Current surveys:
Customer satisfaction on visa application process
Publications
UK Border Agency Business Plan, April 2009 - March 2012 - sets out the objectives for the whole organisation.
UK Border Agency Customer Strategy - explains how offering excellent customer service helps us to deliver our objectives, improve our reputation and save money.
UK Border Agency Customer Charter - clearly and simply explains who we are and what we do. The Customer Charter delivers a promise in the UK Border Agency Customer Strategy to simplify our service and delivery standards and explains why striving for excellent customer service is consistent with our aim of securing our border and controlling migration for the benefit of the United Kingdom.
Full results from Customer Information Service Survey
Note: a 'customer' is defined as anyone who uses our services
If you have an enquiry or complaint:
Enquiries from overseas
If you are currently overseas, please contact your nearest visa application centre for information. You should know that, if you contact our office in London from overseas, we will forward your enquiry to the relevant visa office overseas.
If you are already in the UK
If you are enquiring about extending the visa of someone who is already in the UK, please contact the UK Border Agency.
Complaints
If you wish to make a complaint about the level of service you have received, you should include as much of the information as possible listed on our complaints page. This will help us to process your enquiry more quickly.
How to contact us
Use our enquiries page to find out how you could write or email our office in London.
User Panel
The aim of the User Panel is to provide a forum for dialogue with organisations representing users of the visa operation