How to lodge a complaint which requires immediate resolution

[Grindting]

I'm doing this from i iphone while walking so don't expect perfection. And this is about the embassy/ VFS in Jakarta not thailand. But they're all the same and there is no other forum like this for Indonesia so I'm writing it here

My wife recieved her latest visitor visa today only by chance

At the VFS in Jakarta we paid the visa fee, courier fee, VIP service pack, and fast track pack. Total cost is £260

She applied this monday and has been waiting on the sms to let know when to collect. She wants to fly friday morning so I can pick her up after work friday afternoon

She was in the mall where the Vfs is and thought she would Pop her head in to see why she hasn't recieve any sms

She went to the VIP and asked the question as this service is meant to mean the update U electronically on sms every step of the way. , they asked for her name, and then produce her passport and say 'here U go'

She was furious. As if she hadn't of gone in and asked we would have been sat with our thumbs up our Arse

This is out of order, they had it and didn't even have the decency to let us know.

2nd. If you want to know the full story U have to look at my thread which is at the top of this page. But to cut a long story short they have not returned the pack of documents, not one Single thing.

The visa is processed in Manila for indonesians.

So now she needs to fly tomorrow. got her visa, but when she gets to gatwick she does not have her visa folder so if questioned she has no proof of our situation, only herself. She's only little and quiet she gets very nervous in these situations and these absolute bastards grilled her to pieces unnessesarily last time and she was in tears. This time could be even worse as its our 4th visitor visa. As I said, check my other thread for the full story of why we didn't do the spouse visa yet

I'm gojng to write her a letter she can show immigration this time. But not having the visa pack is a pain in the arse as we were going to work off that to produce our spouse visa from the UK. Now we have to start from scratch, and there are some originals we need.

3rd. She opted out of the courior service when asked at the Vfs, as she doesn't trust jndonesian couriers with her passport last time they got lost Couldnt find her address and delayed us by almost 2 days, so they said they would refund the cost back to my card. Nothing

So I want to do the following:

1. Put a formal complaint in that she didn't get any sms and only got her visa on account of being in the mall that day and popping her head in

2. Haven't refunded me and the visa staff are clueless

3. Have returned the visa but absolutely no documents back even though we specialIlly requested they be returned in her letter enclosed

Really pissed off with these guys

Edited February 12, 2015 by Grindting

[Paul888]

There could be no end of reasons why an sms wasn't received, but surely getting the visa on the day you wanted it and not having to change plans is a good result. I have read all of your other threads, and if I were in your position, the very last thing I would be doing is firing off letters of complaint that could come back and bite you on the ass.

Sometimes you just have to keep your head and look at the bigger picture.

[Grindting]

Are you kidding??!

They've not returned our documents !

We paid for a service which only by chance meant we got her passport back. If she hadn't of gone in because she was on a lunch in the same mall we could have been waiting indefinitely !!

Edited February 12, 2015 by Grindting

[theoldgit]

Did you supply copies of your documents?

The UKVI do advise that if you need originals returning then you should supply copies, otherwise the originals will be retained.

If they've made a mistake and retained the originals when you've supplied copies then an email to the UKVI, via VFS, should get them returned.

[7by7]

If you do wish to complain, see Complaints procedure.

Note that complaints about service in Indonesia, and other countries including Thailand, have to be made via an online form.

[Grindting]

Thanks guys.

We made a copy of all originals and copies of all copies too. So literally they had the ability to take the copy, and leave either the original or copy behind it. They would have had everythig they need without having to lift a fingsr, and then just return the folder in its entirety which would have been the complete set. It was a duplicate, U know what i mean?