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What services are not available?

This page explains what our public enquiry offices cannot offer, and categories of people who cannot use their service.

The public enquiry offices do not handle enquiries, or give advice. You can find information and guidance in the appropriate sections of this website, or you can contact:

The offices do not accept applications for travel documents. These should be posted. See Home Office travel documents for details.

The offices cannot consider your application if you are:

  • a person with exceptional leave to remain;
  • a person with discretionary leave to remain or who has been given humanitarian protection;
  • applying for permanent residence on the basis of 14 years' residence;
  • applying for an extension of your visa on the highly skilled migrant programme;
  • a business person, innovator, sole representative or investor;
  • a seaman;
  • a Gurkha; or
  • an elderly dependant.

The offices cannot consider any cases that are not covered by the immigration rules, are complex or made by someone who has a poor immigration history. These applications must be posted to the address given on the application form.

Citizens of the European Economic Area who wish to apply for registration certificates can do so only at the public enquiry office at Croydon. Only limited numbers of appointments are available for this but you will not have to pay a fee.

The public enquiry offices are for personal applicants only but will, in exceptional circumstances, accept applications made on behalf of someone else. You can make an application for someone else if you are his/her husband, wife, sister, brother, parent or legal guardian. You must carry a letter of authorisation signed by the applicant.

There is a bulk service for specific representative bodies such as student bodies, civilian components, embassies and companies. For more information about this, please call the immigration enquiry bureau.

Legal representatives cannot use the public enquiry office service on behalf of clients unless they are registered with the Office of the Immigration Services Commissioner and have sent us a written request to be able to use the service. See Legal representatives' same-day service for more information.