Call for evidence: An inspection of UKVI’s ‘Front End Services’

The Independent Chief Inspector is inviting anyone with knowledge and experience of UKVI’s ‘Front End Services’ to submit their evidence for his forthcoming inspection on "Front end services".

He is keen to hear from anyone with direct experience of the services provided to applicants by the Home Office and by its commercial partners, including examples of what worked well, what did not work and why, and what improvements you would like to see.

how accessible and easy to use was:

• the online visa application form
• the payment system for the visa application
• the booking system for an appointment to submit biometrics
• the process for submitting documentary evidence
• any additional services offered by UKVI or the commercial partner
• the “customer experience” when attending appointments at a UK or overseas application centre, including the handling of any customer complaints

Further information can be found here: Call for evidence an inspection of UKVI's front end services

As with all inspections please keep in mind that his statutory remit does not extend to investigating or making decisions about individual applications. This remains a Home Office responsibility. But he is able and do take an interest in individual cases to the extent that they illustrate or point to systemic problems. 

The deadline for contributions is 1st October 2020