bank statements and other important documents not submitted to Embassy by VFS

[zoza]

i'm not sure if this is normal procedure as my wife applied for a visit visa yesterday and after the appointment with VFS she was handed her plastic folder back

when we got home I took what I presumed was the empty envelopes out of the folder,

and inside I found our thai bank statements and my English bank statement plus my proof of pension letters and the letters from my family explaining the reason

for this trip.and inviting us to visit them after all the time we have been together (ten years)

even the letter confirming our place to stay was put back in the folder and not sent to the embassy for them check,

I asked the wife what had happened and she said they had took all the documents out of the folder and envelopes and checked them.

has anybody else had this happen as it seems a bit odd after asking for proof of funds and other supporting documents to then just hand them back

but the wife did say they seemed to write things down as they were going through the paperwork so maybe they check certain aspects and then just

forward the rest to the decision makers.

if anyone who has any answers it would be greatly appreciated.cheers

[bobrussell]

Submit a formal complaint. VFS have done this before. They are not entitled to remove documents from an application.

https://eforms.homeoffice.gov.uk/outreach/_static/ukvi-international-complaints.html

Without those key documents there may be problems getting the visa. Use the online link half way down the page.

Edited June 16, 2016 by bobrussell

[theoldgit]

I concur with Bob, I would be complaining immediately so your grievance is logged before a decision has been made.

I have to say that I find the quoted response times by the UKVI are abysmal.

Unless things have changed, it's the applicant who decides what supporting evidence to submit, not VFS clerks, the ECO's will make a decision based on the evidence presented to them, not evidence that a VFS clerk has glanced at and returned.

I would also be complaining directly to VFS, though I confess that I'm not sure how you can do this, if at all.

[chiang mai]

You can complain via the UK Visa and Immigration service link below which covers VFS. At least if you have the complaint on record you will have something to point to if the visa is not issued:

https://eforms.homeoffice.gov.uk/outreach/_static/ukvi-international-complaints.html

[brewsterbudgen]

You can complain via the UK Visa and Immigration service link below which covers VFS. At least if you have the complaint on record you will have something to point to if the visa is not issued:

https://eforms.homeoffice.gov.uk/outreach/_static/ukvi-international-complaints.html

Definitely complain. VFS messed up my GF's application and I complained on the day it happened. I got an email reply within about 3 days, which coincided with the day my GF was phoned by UKVI and subsequently the visa was issued. I also applied for a refund which, eventually, I got.

[chiang mai]

I also complained about a staff problem at VFS Bangkok and received replies quickly from the UK and an apology from Bangkok.

[bobrussell]

I was surprised to see the lack of a 'Contact Us' button on their website. Complaints all seem to have to go through the same on-line system I linked.

UKVI are clearly streamlining the process by reducing choice. Is there a phone number for VFS in Bangkok? Perhaps turning up at VFS with the documents and demanding the attention of a manager might work if the applicant can get there easily.

I thought this had been sorted by 'further training'.

[chiang mai]

I was surprised to see the lack of a 'Contact Us' button on their website. Complaints all seem to have to go through the same on-line system I linked.

UKVI are clearly streamlining the process by reducing choice. Is there a phone number for VFS in Bangkok? Perhaps turning up at VFS with the documents and demanding the attention of a manager might work if the applicant can get there easily.

I thought this had been sorted by 'further training'.

Given that VFS is contracted to UKVI I think it's a brilliant idea that VFS complaints are linked through directly to UKVI, it's a system that's really effective as at least two posters here can attest to.

[bobrussell]

I agree that the approach is a good one as long as it works! The old system was a complete run around with nobody taking responsibility for the complaint.

The issue of VFS staff handing back documents has been reported a number of times and a reply from UKVI suggested further training was being given to stop the problem. Clearly not everyone has got the message. The applicant decides what documents are submitted. VFS are there to check and collate the documents ready for submission and do the biometrics.

[Tony M]

Some of you may recall that, in previous posts, I mentioned that it is now extremely difficult to get UKVI to respond to complaints. This will also apply, of course, to complaints about VFS as, if UKVI Complaints Unit fail to pass the complaint on to UKVI (Bangkok in this case), then nothing will be done. I have just this week seen a response from UKVI Complaints unit, in response to an allegation that the UKVI Complaints Unit is failing to treat complaints as complaints, and is refusing to pass complaints on to the appropriate destination. The response says (in part) :

"Please accept my apologies for your original complaint not being assigned to the complaints inbox due to human error. The Home Office prides itself on the high levels of customer service that we offer, and the service you received on this occasion fell below the standards that you could reasonably have expected."

Really ? It actually concerned many complaints over several months, none of which was passed on to the UKVI Complaints Unit "inbox". So who decides whether a complaint should be forwarded to the Complaints Unit ? I wonder. Hopefully he is now transferred to an "inactive post".

[bobrussell]

Not that long ago the Home office was slammed as 'unfit for purpose'. Ms May has overseen a transformation to a welcome 'just about fit for purpose'!

I do worry when an applicant has only one route to complain as they are at the mercy of the system. Shame so many complaints have to go via an MP before proper excuses are forthcoming.

If the Home Office prides itself on the status quo then someone should think again!

Perhaps it is essential to put 'COMPLAINT' in the title and 'This is a COMPLAINT regarding.....'!

My professional regulating body has disposed of the term complaint and is using concern! Sounds nice and cuddly but a complaint is a complaint IMO!

[zoza]

just a quick update on the VFS fiasco my wife received a txt message today stating that the processed application was received

on the 20/06/2016 and unless they work the weekend that means it went from VFS to UKV1 and was processed in just over

48 hours (counting wed pm and mon am as transit from A to B and back)

I am assuming this second txt means it is ready for collection? as it doesn't actually say this ?

its a pity the complaints are not handled at the same speed but there again after the VFS taking half of the documents out of

our application there was not a lot for them to check, hoping for the best but preparing for the worst.

[theoldgit]

You didn't say that you got an email advising that a decision has been made, that's what they send after they've actually made the decision, you can normally collect the passport a day or two after that

[zoza]

yes I checked the emails and a message had been sent and it said the documents could be collected at VFS two days after

the 20/06/2016 , and a couple of hours later my wife received another message via sms saying the documents would be

forwarded to the address stated? we have arranged to pick the documents up from the VFS building in Bangkok.

and as there is no way of contacting anyone at VFS or UKV1 we cannot sort out this complete fiasco.

the only thing we can do is go to the VFS building as arranged on Wednesday. but this is getting more and more like a pantomime.

Thanks for the help.

[bobrussell]

It may be a fiasco but it will only become a pantomime if the application is rejected! There might not be anything to sort out if the rest of the application is sound.

I have suggested several times that each page is numbered and the covering letter explains what is to be submitted and provide an index. I doubt VFS staff will remove documents if they can see that absent pages will be noticed!

Really not sure what VFS staff think they can gain by removing pages!

[Basil B]

"So who decides whether a complaint should be forwarded to the Complaints Unit ?"

Maybe if they get a lot of complaints the job filtering of complaints is contracted out???

To guess who...