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Case resolution directorate


In all cases we would prefer to receive correspondence only if further or supporting evidence is to be provided. Enquiries about the progress of a case may slow down the consideration process.

You can contact the case resolution directorate in the following ways:

  • If you have received a notification letter and you want to provide further information or enquire about your case, you should write using the details indicated in the notification letter.
  • If you have an enquiry or you want to provide further information about a case but you have not yet received a notification letter, you should contact the immigration enquiry bureau below.

  • Immigration enquiry bureau

    Please note that for the next three months we will be undergoing important building work to improve the current outside waiting facilities. This building work will not disrupt our service, but we would like to apologise to customers for any inconvenience that this building work may cause.

    The immigration enquiry bureau (IEB) can provide information about applications to remain or settle in the United Kingdom. We also handle enquiries about applications to work or study under the points-based system. 

    If you are an employer or education provider sponsoring someone under the points-based system, you should call our Sponsorship and employers' helpline on 0300 123 4699.

    There is a high demand for our service, and it is often easier to get through later in the day. Many common questions are answered on this website, so please read the relevant section for your application type before calling. You can find information on popular categories by following the links below:

    We are unable to book public enquiry office appointments for November 2009 for applications that do not require biometric details to be taken. You should book an appointment using the online appointment booking service, make your application by post in the United Kingdom or leave the United Kingdom and apply for entry clearance.

    Some public enquiry office appointments are available in November 2009 for applications that do require biometric details to be taken.

    Calling us

    All telephone calls are recorded for quality purposes. You can speak to a telephone officer to clarify the Immigration Rules' requirements or to request an update in the progress of your case. (For data protection reasons, we cannot answer questions on the status of individual cases via email.)

    If you are calling to ask about an existing application, we can only provide an update or confirm that we have received your documents if:

    • you applied more than 14 weeks ago for further or indefinite leave to remain under a category that does not require biometrics; or
    • you applied under a category that does require biometrics, and you provided your biometric information more than 14 weeks ago.

    (If you have sent documents to us by recorded or special delivery, you can confirm that they have been delivered by visiting the Royal Mail website.)

    We are unable to advise you when your case might be decided. If you are applying for permission to remain in the United Kingdom, you can find information about our published service standards in the UK Border Agency's customer charter. Please note that a number of cases will fall outside those service standards - we are unable to discuss the reasons why individual cases might fall outside the service standards.

    If your case is being considered and you want to give us additional relevant information that may help us to decide your case, please write to us at the address below, enclosing the additional information and your immigration reference number.

    We advise you not to make any travel plans (such as holidays) until you have received your passport or travel document. If you ask us to return your passport or travel document for travel before we have decided your application, your application will be considered to be withdrawn. If you need your passport or other documents urgently, please phone us in the first instance on 0870 606 7766.

    The email address below is for applicants in the United Kingdom with general enquiries about applying under the Immigration Rules or the points-based system. For data protection reasons, we cannot answer questions about the status of individual cases via email. If your enquiry is about an application which is being made overseas, please visit the visa services website. If your enquiry is about any other matter, please see the appropriate section below for details.

    Phone:  0870 606 7766

    Textphone:  0800 389 8289

    Email:  UKBApublicenquiries@ukba.gsi.gov.uk

    Address:  UK Border Agency, Lunar House, 40 Wellesley Road, Croydon, Surrey CR9 2BY

    Opening Hours:  Monday to Thursday 0900 to 1645. Friday 0900 to 1630.

  • Asylum support customer contact centre

    The asylum support customer contact centre can answer general enquiries from supported asylum seekers in relation to their weekly cash support, accommodation or emergency cash payment requests. Advisors can also provide information in relation to discontinuation of support enquiries and to failed asylum seekers who are supported under section 4.

    Phone:  0845 602 1739

    Opening Hours:  Monday to Friday (excluding public holidays) 0900 to 1700.