Acting on customer feedback

This page explains how we have taken action in response to customer feedback on our visa services and our operations at the UK border.

Outside the UK

What you said

What we did
We should indicate how long it takes for us to process different types of visa. Every month we publish our recent processing times for applications made at each of our visa application centres around the world. To find these, use our country finder to locate the main web page for your country, then select 'Processing times' from the menu on the left side of the page.
We should state the fees for visa applications in local currencies, and payment methods.

We now publish the application fees in the currency required in each country. To find these fees, use our country finder to locate the main web page for your country, then select 'Visa application fees and guides' from the menu on the left side of the page.

Our Fees page lists all our application fees in pounds sterling.
We should give information about visa application centres' opening times. We and our commercial partners have now published this information, plus details of local public holidays. Use our country finder to locate the web section for your country, then select 'Applying for a UK visa' from the menu on the left side of the page.


At the UK border

What you said

What we did
You were unhappy when our officers asked you to show cash in full view of other members of the public at passport control. Our officers must be able to make checks on cash and valuables carried by passengers. But we realise that you may be carrying more cash than usual when you come to the UK on holiday or for a long stay, so you will want to protect yourself against theft. We have told our officers that they should give you the opportunity to have your cash checked in a private interview room if you are carrying a substantial amount.
You were asked to provide a completed landing card at border control, when the Immigration Rules say you did not need to do so (for example, because you are a family member of an EEA national who holds a residence permit). We recognise that a family member of an EEA national with a residence permit does not need to complete a landing card except on their first entry to the UK. We have issued guidance to our officers, to ensure that they do not request landing cards unnecessarily.
When you claimed consolatory ('ex gratia') payments from the agency because of incidents at the border (such as administrative failings), it took too long for you to receive that payment. Sometimes we get things wrong, and we want to put them right as quickly as possible. We have substantially reduced the time taken to get these payments approved and paid to you, by streamlining the approval process. The revised process still includes robust checks to prevent inappropriate or fraudulent payments.
You were unhappy about being questioned when you arrived at passport control with children whose family name is different from yours.

Under section 55 of the Borders, Citizenship and Immigration Act 2009, we have a duty to safeguard and promote the welfare of children. We take this duty very seriously.

If you are travelling with a child aged under 18, and you are not or may not be their parent (because you have a different family name, for example), we may ask you a few questions to establish your relationship with the child.

We have issued new guidance to all staff at the border, to ensure that this is done quickly and is sensitive to the child's interests and your interests.

We are also issuing information to travellers, including leaflets at passport control and a page on this website, to explain the benefits of carrying evidence of your relationship and/or a parental consent letter when you travel with a child who is not or may not appear to be yours.
The e-passport gates at airports did not stay open long enough for you to pass through safely. We reprogrammed all gates so that they stay open automatically long enough for each individual to pass through safely.