Customer Service Standards - Frequently Asked Questions

Q: Why are you introducing the visa processing time standards?
A:  We understand that our customers want to know how long their visa applications will take to be processed. Our previous Public Service Agreement standards were valid from 2005-2008 and were based purely on the time it took UK Border Agency staff at British Embassy, High Commission, Deputy High Commission or Consulate General to issue a visa.

Since these standards were introduced, we have rolled out biometric enrolment for all visa applicants and expanded our network of visa application centres run by our Commercial Partners, VFS Global and WorldBridge. In some cases, the visa application decision is now made in a different country from where the application was submitted (‘hub and spoke’ model) and some visa application centres are at different location from where UKBA visa staff are based. All of these changes have had an impact on visa processing times.  The new standards and visa processing times reflect that fact but they also present customers with more transparent and meaningful information

Q: How will this change benefit visa applicants?
A:  For the first time we are introducing a guide to visa processing time performance . This shows how long it takes for a visa application to be processed from the time the application is submitted until it is completed and ready to be returned to the applicant. This means that customers will be able to plan their journeys to the UK more effectively. This information is updated every month for each visa application centre worldwide and is available on our website.

Q: How were these standards set?
A: The standards reflect the processing times that we aim to achieve across our global network, based on the average actual and potential performance.

Q: Why is there such variation in processing times between different locations for the same visa categories?
A: Each application is unique so we cannot guarantee individual processing times. Time variations depend on the numbers and types of application and the distance between the visa application centre and the location of UK Border Agency staff.
 
Q: Can I switch my application from one visa application centre to another with faster processing times?
A: Once your application has been submitted and your biometrics have been taken, the application fee cannot be refunded.  For visitor visa categories and EEA Family Permits, you may submit your application in any country with a visa application centre.  For all other long-term visa categories you must submit your application at a visa application centre in the country where you are living.

Q: What happens if my visa is not returned within the standard time
A: Please use the Enquiry page on this website to contact us about your application.