Dear Sir or Madam,

I am writing to request information under the freedom of
information act regarding the handling of applications &
complaints.

1. Please provide information explaining the processing of an
application by the UK border agency from delivery of the
application & documents by the royal mail to the decision stage.
Please include in your response the following:

1. In what sort of time frame is the UKBA expected to acknowledge
receipt of an application & give an indication of whether or not
the claim is valid?

2. What is the procedure were this is not done & the IEB says they
cannot give any further information regarding where the application
is?

3. What is the procedure where repeated requests for the
acknowledgement of the application are ignored by e-mail, post &
fax?

4. What is the time frame for entering an application into the UKBA
database & issuing a HO ref number to the applicant?

5. What is the procedure where after 8 weeks an application is
still unacknowledged & the IEB refuse to confirm whether or not the
application & passports are with a department & refuse to assist in
any other way because 14 weeks has not elapsed even though the
query is not with regards to the progress of the application?

6. What safeguards has the UKBA put in to ensure people's passports
are kept safe on delivery by the HO & there is some trail as to
what has happened to an application after delivery by royal mail?

An application was sent in 8 weeks ago for my son which to this day
has gone unacknowledged by the UKBA despite the fact it contained
every single original document pertaining to the application. A
call to the IEB resulted in me being informed I should not have
sent in original documents despite the fact that the UKBA requires
original documentary evidence for applications.

I have also been informed to keep writing in despite having already
done so at least 3 times with no response.

In addition I have been informed that is the only avenue open to me
even if I do not receive a response.

The service I have received over the last few weeks regarding this
incident has been appalling & the customer care has been quite rude
& condescending.

I would therefore like to know what your complaints procedure is
following an unsatisfactory response before proceeding to the
parliamentary ombudsman.

Yours faithfully,

C. Moyo

Dear C Moyo

Thank you for your recent e-mail concerning the above. Your request is
being dealt with under the terms of the Freedom of Information Act 2000
and we will respond shortly.

Kind Regards
UKBA
FOI Team

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Dear Freedom Of Information Team ( IND ),

I would like to bring to your attention that your response is
overdue

Under the freedom of information act you should have replied by
Monday 21st April 2009 & by not doing so you are breaking the law.

Therefore, I will be proceeding with a request for an internal
review if I do not receive a response by Friday 25 April 2009.

Yours sincerely,

C. Moyo

Dear Sir or Madam,

Please pass this on to the person who conducts Freedom of
Information reviews.

I am writing to request an internal review of UK Border Agency's
handling of my FOI request 'Acknowledging the Receipt of
Applications'.

A full history of my FOI request and all correspondence is
available on the Internet at this address:
http://www.whatdotheyknow.com/request/ac...

Yours sincerely,

C. Moyo

Dear C Moyo

Thank you for your recent e-mail concerning the above matter. We are
currently gathering all the information needed to complete this review
and we will respond as soon as possible.

Kind Regards

Miss C. Fisher.
Information Access Policy Team

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Dear Freedom Of Information Team ( IND ),

It has been over 20 days & I am still awaiting the results of your
internal review which is overdue.

Yours sincerely,

C. Moyo

Dear C Moyo

I apologise for the delay in providing you with a response to your request
for an internal review. We are currently in the process of gathering the
information needed to conclude the review which unfortunately has taken
longer than anticipated.

We hope to inform you of the outcome of the internal review as soon as
possible.

Yours faithfully

Information Access Policy Team

Resource Management Group

UK Border Agency

Lunar House, 11th Floor (short corridor)

40 Wellesley Road, Croydon CR9 2BY

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Dear C Moyo

Please find the response to your request for an Internal Review.

Regards

Freedom of Information Team

Resource Management Group

UK Border Agency

Lunar House, 11th Floor (short corridor)

40 Wellesley Road, Croydon CR9 2BY

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