Information request relating to complaints about UK Visas and Immigration and their outcomes in the last three business years
I am writing in response to your information request, in which you asked for the following information:
How many complaints relating to ‘maladministration on the part of UK Visas and Immigration(Home Office) of applications for a residence card as the spouse of a European Economic Area citizen’ have you received?
In how many of these complaints did you intervene?
How many of these complaints did you investigate?
In how many complaints which had an appeal outstanding did you investigate nonetheless?
How many of these complaints did you uphold?
In how many complaints pertaining did you instruct a compensatory award from the Home Office?
What is the highest compensatory award you have recommended in relation to these complaints?
What is the average length of time it has taken you to resolve those complaints which you have upheld?
Please find in the annex to this letter a table detailing the number of complaints we have received about the UK Border Agency (UKBA) and UK Visas and Immigration (UKVI) over the past three business years and during the current year (correct as at 28 February 2015), as well as their outcomes. As you may know, UKBA existed until 31 March 2013. After that point, it was split into two new organisations: UKVI and UK Immigration Enforcement. We register complaints in relation to these specific organisations where they occur, rather than the Home Office, although the Home Office is ultimately responsible for these agencies and will usually make any compensatory payments that are recommended.
I can also tell you that the highest amount of compensation recommended in relation to any of these cases was £130,774.67. This was a complaint about UKBA, UK Immigration Enforcement and UK Border Force and the payment was made to the complainant by the Home Office.
In addition to the table provided in the annex, please find in the table immediately below information about the average length of time it has taken to complete partly and fully upheld investigations. These times represent are the timespan from receipt of the initial complaint to investigation closure.
Upheld and partly upheld investigations: average days to complete
| Upheld | Partly Upheld | Both | |
|---|---|---|---|
| Year to Date | 423 | 348 | 379 |
| 2013/14 | 320 | 209 | 270 |
| 2012/13 | 351 | 410 | 361 |
| 2011/12 | 370 | 447 | 394 |
Beyond this, we are unable to extract any further information which would answer your questions (i.e. about cases in which an appeal was outstanding). This is because we would need to check each individual case to extract this information and to do so would take so long that it would exceed the appropriate limit as set out at section 12 of the Freedom of Information Act 2000 (18 hours or £450).
I am sorry that I cannot provide you with answers to all your questions, but I hope that the information I have provided is helpful.
Yours sincerely
FOI/DP Officer
Parliamentary and Health Service Ombudsman