What we expect from our customers
Updated 22 May 2019
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This publication is available at https://www.gov.uk/government/publications/uk-visas-and-immigrations-service-and-values/what-we-expect-from-our-customers--2
1. What we expect
We will do our best to provide you with the services you need, when you want them. In return, we ask that you:
- have all necessary documents available for us to inspect when you pass through border control points
- use the correct and most up-to-date forms, which you can find (with the relevant guidance notes) in our apply online section - handwritten application forms should be completed clearly, in black ink and in English (or in Welsh, if you are living in Wales)
- make your application in good time, enclosing the full and correct fee, and any evidence we need
- do not contact us to ask about the progress of your application unless we have failed to meet our published service standards
- send all further correspondence to the relevant visa application centre or named caseworker in the first instance before contacting another official
- tell us if you have special needs
- tell us if you need an interpreter to use our services
- give us all the information we ask for and tell us about any relevant changes in circumstances (such as a change of address) as soon as possible
- treat our staff politely and with respect
- provide complete and accurate information and not deliberately mislead us in any way
- keep to all relevant laws.
2. When you contact us
When you contact or communicate with us (face to face, by phone, by letter or online), our staff will be polite to you and will expect the same from you. We will not tolerate:
- abusive, intimidating or threatening behaviour
- swearing and offensive language
- conduct amounting to harassment based on a person’s actual or perceived gender, age, gender reassignment, race, religion or belief, sexual orientation or disability
- shouting
- insults about our procedures, our staff or other people
- attempts to use pressure or bribery to get information.
Our contact centre staff may end a phone conversation if the caller uses inappropriate language or aggressive behaviour. We will ask the caller to stop that behaviour and, if it continues, we will end the call.
If you want to make an application in person at one of our public enquiry offices in the UK, please read the rules in place for public enquiry offices.