Lost documents and poor complaint handling caused frustration and inconvenience

What happened

UKVI took nine months to make a decision on an application for indefinite leave to remain for Mr B and his family. When Mr B submitted his application, he supplied various original documents, including his birth certificate. UKVI mislaid these and could not locate them for more than a month. Mr B complained to UKVI, but it unilaterally closed his complaint without responding to him. Its reasoning for this was that the application had been decided.

Despite the fact that the lost documents caused a brief delay in UKVI's consideration of Mr B's application, on these particular facts, the overall length of time taken to process the application was not unreasonable.

What we found

We upheld Mr B's complaints about the lost documents and the way UKVI had dealt with the complaint about them. UKVI should not have mislaid Mr B's documents and it should not have closed his complaint without sending a response. UKVI's actions caused Mr B frustration and inconvenience.

Despite the fact that the lost documents caused a brief delay in UKVI's consideration of Mr B's application, on these particular facts, the overall length of time taken to process the application was not unreasonable.

Putting it right

We upheld Mr B's complaints about the lost documents and the way UKVI had dealt with the complaint about them. UKVI should not have mislaid Mr B's documents and it should not have closed his complaint without sending a response. UKVI's actions caused Mr B frustration and inconvenience.