Originally Posted by Ahhhhh

Application made 20th April. On day 60 I emailed and asked to the application to be escalated - I received an automatic email saying that my enquiry had been resolved. I phoned up and they guy sent an email requesting application information. Not long after replying he emailed me to confirm that he had escalated the application. I got in touch with my MP and asked that she contacted the Home Office to find out what was going on. UKVI fobbed off the MP with "this application has gone beyond our 12 week timescale, we will tell you when there is any news". I lodged a complaint with UKVI via their website - it takes them up to 20 working days to respond. Once they finally respond, I will be asking my MP to raise my complaints with the Parliamentary Ombudsman (breaking customer charter; not updating published timescales monthly, not keeping applicant informed, etc. Yesterday I checked the status link (as I have been doing hundreds of times a day) and it said that the decision was made on the 25th! Funny that this wasn't mentioned to the MP when she called the day after and that it wasn't mentioned in the email I received from UKVI in response to my request for info on the application status.
Shambic "service". I plan to seek costs incurred due to the retention of my wife's passport.
I'm so glad that this debacle is almost over.

Originally Posted by mattthefat

Wow...that's really bad. At least I got responses to emails so far (even if written poorly and largely canned responses).

I think you have a couple of options. First, you can call and follow up. You will pay for the privilege. However, you should ask for the reference number for the call (it will start with the date you made the call in reverse order ie YYMMDD). This will allow you to follow up on the original matter you raised in the email.

Then you can raise a complaint to request a refund of the call fee and the email fee. I'm currently going through the process to request refunds of fees for emails with wrong info and follow up phone calls. It took about three weeks to hear back from their complaints department for further info. They asked for time and date of phone calls, and what phone numbers I called from and to.

You can email their complaints department at [email protected], or if you're in one of the relevant countries use the following form:

https://eforms.homeoffice.gov.uk/out...omplaints.html

Even if you choose not to call, you can still raise a complaint to request a refund of the email fee.

Hope that helps.

Matt

Originally Posted by Avon81

Thanks Matt
Just got off the phone with them, was told "we already sent the responses," lol
Asked them to re-send & also read to me in case we didn't receive again, was given the scripted response of "we cannot comment on individual circumstances," quoted some rules that I already knew, & finished "neither Sitel UK, nor any of our staff, assess your application and are unable to influence the outcome of your visa application,"
Already felt my questions were general enough, i.e. acceptable bank account types for cash savings.
Asked them for ref# & she said to use email ref #s in further enquiries as she made notes on them. Very frustrating to say the least..... when I asked about complaint procedures she pointed me in the same direction you did.

Think that'll be my next stop.

Funnily enough, I received the emails right after the phone call

Originally Posted by spouse of scouse

Hi Avon. Just for clarity for other visa applicants following this thread - were your emails about a visa application you or your partner have submitted? If your emails were general questions about filling in an application, such as how to meet the financial requirements, I didn't think the email service dealt with those?

Either way, it's still very annoying for you to have been told that emails were sent when they clearly weren't. Just wanted to clarify what kinds of questions the email service can deal with. Cheers.

Originally Posted by Ahhhhh

Application made 20th April. On day 60 I emailed and asked to the application to be escalated - I received an automatic email saying that my enquiry had been resolved. I phoned up and they guy sent an email requesting application information. Not long after replying he emailed me to confirm that he had escalated the application. I got in touch with my MP and asked that she contacted the Home Office to find out what was going on. UKVI fobbed off the MP with "this application has gone beyond our 12 week timescale, we will tell you when there is any news". I lodged a complaint with UKVI via their website - it takes them up to 20 working days to respond. Once they finally respond, I will be asking my MP to raise my complaints with the Parliamentary Ombudsman (breaking customer charter; not updating published timescales monthly, not keeping applicant informed, etc. Yesterday I checked the status link (as I have been doing hundreds of times a day) and it said that the decision was made on the 25th! Funny that this wasn't mentioned to the MP when she called the day after and that it wasn't mentioned in the email I received from UKVI in response to my request for info on the application status.
Shambic "service". I plan to seek costs incurred due to the retention of my wife's passport.
I'm so glad that this debacle is almost over.

Originally Posted by Blackpearl

Was this spouse visa?
I have heard from someone that the maximum timeframe is 24 weeks which is like 6 months.. but alot of people here are insisting on 12 weeks timeline... one of my friend has applied too and when she tried following up on the call the executive said that there is still time left until 24 weeks.. so now she doesn't know what to do..

So well I just want to know are we suppose to consider 12 weeks or 24 weeks for our visa to come?

Originally Posted by Ahhhhh

Our application is for a spouse visa. We appplied non-priority. The timescale published online for applications made in Shanghai (where we applied from) indicated that all applications should be complete within 60 days (12 weeks). 60 days seems to be the standard for most applications; unless UKVI contact you to tell you that your case is not straightforward.

Originally Posted by annc72

Hello Scousejohn and other members applying from Bangkok.
We have (myself and my 2 daughters), applied in Bangkok on the 18th May online-priority, biometrics on the 26th May and letter from Sheffield on the 31 May.
Still havent heard anything, yesterday was 42 working days starting day after letter from Sheffield.
May i ask where did you get those times for oriority/non priority?
Our 60th day will come on augudt 23rd, so still long to go, biggest issue is kids school, we can not start here and pay for the whole semester than leave in a week (hopefully), plus rent coming to an end.
What is thai forum on Facebook, i am not Thai spouse but with my application being submited here i assume bangkok times apply to me as well.


Thanks in advance for any info.

Cheers,
Ana

Originally Posted by KernowIan

Hi Anna, I am sure John will be along to answer. The FB group is all Thai language.

We applied 19 April, Bio at Trendy + TB tests on 25 April, Email from Sheffield received on 4 May.

Over 60 days now and I have an 'agreed' escalation to a manager (by phone), but I don't hold out much hope.

Our application is very straight forward. We have a British son together. My son and I travelled early in anticipation of mum getting the visa fairly quickly, and to get my 4yo son a place at school He has now been without mummy for over 2 months.

We easily made the Financial Requirement of £18600. We are married and have lived together for 7 years in Thailand. She is a government officer (teacher) and her English qualified CEFR B1. She has been to UK before on a family visit (xmas holidays with me to visit my family).. She has had Schengen also with me for Greek holiday.

next steps....I have no idea......yet

Originally Posted by annc72

Thanks for your reply, it must be hard being with your son away from his mum:-(

So your application was not priority?

Originally Posted by 4jtam

Hi all,

We just received emails for my two sons applications are not straightforward and cannot process in normal 60 days.

I am the sponsor, my husband is applying spouse settlement visa with two boys under dependent settlement visas.

Our timeline below:
Application from Hong Kong
Priority
Online application: 28 June
Bio-metrics and documents scanned at VFS: 5 July
Confirmation of receipt in Sheffield: 6 July
Email notification (not straightforward):30 July 2017
Decision made: Awaiting

Email to collect documents from VFS: Awaiting
Passport collected with approved visa: Awaiting

My concern is only email notifications for two boys just received few hours ago, but no email notification for my husband's case. Can anyone comment of the above case, anyone experienced the same?

I wonder would it be the normal process of email sent out for all dependent visa applications due to decision has to be made upon spouse visa is approved?

Hope that is the case, as it's so strange no email notification for my husband application but only two boys.

Appreciate to have your comments. Thanks.