Our investigation found failings at UK Visas and Immigration (UKVI) in this complaint brought to us by a Windrush claimant who waited over a year before getting a response.
The Ombudsman has recommended that UKVI:
- compensate the complainant to reflect the material and emotional distress caused by the delay
- make a full apology to the complainant
- improve its openness and accountability in communicating with the people that come to it for help.
UKVI has agreed to these recommendations.
Download a pdf of the investigation report below.