Statistics on Complaint emails

Nasir Bashir made this Freedom of Information request to Home Office

This request has been closed to new correspondence from the public body. Contact us if you think it ought be re-opened.

The request was partially successful.

Dear Home Office,

Can you please provide me with the following:-

1) How many emails have been received by "complaints@ homeoffice.gsi.gov.uk" inbox in the last 12 months.

2) How many of the emails that were received were responded to by a member of the complaints team (do not include auto generated responses)?

3) How many of the Emails sent were accepted as complaints?

4) How many emails were not considered to fall within the complaints criteria? and what is the policy when dealing with such emails?

5) What are the guidelines given to asses emails to determine if they are complaints or not?

6) How many of the emails that were accepted as complaints were handled and responded to within 20 days?

7) How many complaints remain unresolved after 3 months?

8) Can overseas applicants use the "complaints@ homeoffice.gsi.gov.uk" email address to make complaints?

9) Can you please provide me with Visa and Immigration Policy for disclosing information to Spouses of settlement applicants?

Yours faithfully,

Nasir Bashir

FOI Requests, Home Office

Thank you for contacting the Home Office FOI Requests mailbox.

The Freedom of Information (FoI) Act 2000 provides public access to
recorded information held by the department.
If you have submitted a valid FoI request, we will acknowledge your
request within 24 hours, and aim to provide the information requested
within 20 working days as specified under the FoI Act.

Please note we are unable to respond to non-FOI immigration enquiries. If
you have a general immigration enquiry, or require an update on a specific
case, contact information can be found here:
https://www.gov.uk/government/organisati... and
https://www.gov.uk/visas-immigration

 

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

FOI Requests, Home Office

Nasir Bashir

 

Thank you for contacting the Home Office with your request. This has been
assigned to a caseworker (ref 32327). We will aim to send you a full
response by 15/08/2014 which is twenty working days from the date we
received your request.

 

If you have any questions then please do not hesitate to contact us.

 

Thank you

 

FOI Requests

Home Office

 

 

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NEYH, Freedom of Information, Home Office

Dear Nasir Bashir

 

Thank you for your enquiry of 17 July.  This falls to be dealt with under
the Freedom of Information Act 2000.

 

I am unclear about the exact scope of the information in which you are
interested.  Section 1(3) of the Freedom of Information Act provides that
a public authority need not comply with a request for information unless
any further information reasonably required to identify and locate the
information is supplied. To ensure that we provide you with the right
information, please could you clarify your request, so that we can process
your request.

 

You requested the following information:

 

9) Can you please provide me with Visa and Immigration Policy for
disclosing information to Spouses of settlement applicants?

 

Can you please clarify the exact information you require?  Are you wishing
to receive information we hold relating to your spouse without her
consent?   Please note that this type of information is likely to be
exempt as it falls under the Data Protection Act. 

 

When you provide this information we will aim to send you a full response
to your request within twenty working days of its receipt. I look forward
to hearing from you shortly. However, please note that if I do not receive
appropriate clarification of your request within three months from the
date of this letter, I will consider this request to be closed.

 

Kind regards

 

Daniela Walker

Customer Service Operations

NE/SNI Responder Hub

 

UK Visas & Immigration

PO Box 3468|Sheffield S3 8WA

Email: [1][email address]

Web: www.gov.uk/UKVI

 

We value your feedback, please use the link below to access a brief
anonymous survey to help us improve our service to you:
[2]http://www.homeofficesurveys.homeoffice....

 

 

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Dear NEYH, Freedom of Information,

To clarify point

9) Can you please provide me with Visa and Immigration Policy for
disclosing information to Spouses of settlement applicants?

The request I have made is simply:-

What is the home office policy or procedure when it receives a complaint from a spouse of a visa applicant the scenario is as follows:-

1) A spouse of a visa applicant sends a complaint email to the designated email address "complaints@
homeoffice.gsi.gov.uk"

2) What is the process for replying to such emails:-

a) I want to know what guidance has been given to home office staff for replying to such emails specifically I want to know what would happen if:-
i) No information disclosure authority for the spouse is attached with the email.
ii) No information disclosure authority for the spouse is attached with the email but an authority is already on the file.

I would expect that their will be a written procedure in place which will ensure that the Home Office meets their own 20 working day response policy.

I assume all the other points raised are clear and do not require any further clarification. I look forward to receiving the response within the stated FOI response time frame.

Regards

Nasir

Yours sincerely,

Nasir Bashir

NEYH, Freedom of Information, Home Office

Dear Nasir Bashir

Thank you for your email of 2 August in which you further clarified your request for information.

Your request falls to be dealt with under the Freedom of Information Act 2000 and we will endeavour to respond within 20 working days.

Kind regards

Daniela Walker
Customer Service Operations
NE/SNI Responder Hub

UK Visas & Immigration
PO Box 3468|Sheffield S3 8WA
Email: [email address]
Web: www.gov.uk/UKVI

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NEYH, Freedom of Information, Home Office

1 Attachment

Dear Mr Bashir

 

Please see the attached response following your request for information.

 

Kind regards

 

 

Daniela Walker

Customer Service Operations

NE/SNI Responder Hub

 

UK Visas & Immigration

PO Box 3468|Sheffield S3 8WA

Email: [1][email address]

Web: www.gov.uk/UKVI

 

We value your feedback, please use the link below to access a brief
anonymous survey to help us improve our service to you:
[2]http://www.homeofficesurveys.homeoffice....

 

 

 

 

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Communications via the GSi may be automatically logged, monitored and/or
recorded for legal purposes.

References

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