Consular Services

Debate between Tom Brake and Jeremy Browne

Wednesday 3rd November 2010 Westminster Hall

[The Minister of State, Foreign and Commonwealth Office (Mr Jeremy Browne)]

This is the first time that I have replied to a Westminster Hall debate, or indeed any debate, as a Minister, and it is a pleasure and a privilege for me to do so under your chairmanship, Mr. Streeter. I also pay tribute to my hon. Friend the Member for Carshalton and Wallington (Tom Brake), not only for securing this opportunity to discuss an important topic but for his ongoing vigilance and interest with regard to what is an extremely important matter. It is obviously extremely important for the individuals concerned, but it is also extremely important for us all more generally in policy terms.

I am also grateful to my hon. Friend for holding a meeting in December last year for the victims of crime abroad, which he mentioned in his speech. I take note of both the cases that he specifically raised, as well as the case that was raised by the hon. Member for Liverpool, West Derby (Stephen Twigg). When we are discussing such cases, we should always remember that they involve real people and that they are very harrowing cases that have transformed for ever the lives of the individuals concerned and their immediate families. We do remember that they are not statistics but people whom we want to help.

I have read about and take an interest in the cases of Robert Hughes, who was seriously injured in a life-changing way in an attack in Greece in 2008, and of Neil Juwaheer, who died in police custody in Brazil in 2007. In the latter case, I note that the legal processes following the Brazilian authorities’ investigation into the death continue, and in the former case, that of Robbie Hughes, there is still a court case pending.

We are keen to try to help and be of assistance, because it is the right thing to do, but also because of the reasons given by my hon. Friend. It is particularly difficult and harrowing for people who are involved in such cases, normally completely unexpectedly and in circumstances with which they are not familiar. They may not speak the language, they may be shocked by the medical facilities that are available and they may not understand the legal system. There is a duty on us to try to assist people in harrowing circumstances as much as we possibly can.

So that people can understand the context, I should say that the number of Britons travelling abroad is significant. I visited our consular operation in Bangkok recently. Almost 1 million British visitors go to Thailand every year. Of course, in the vast majority of cases, their time there is incident-free, and they have no dealings with our consular authorities. Many of the cases of those who do have dealings with them are relatively trivial, such as cases involving lost passports, although they still take up consular time and effort. Sometimes the individual concerned may not regard their case as trivial, even though others may when looking at it more objectively.

My Department is keen to try to do as much as it can to prevent people from getting into difficulty in the first place. The case for insurance cover was well made. It is surprising how many British nationals travel abroad without insurance cover. In most cases, of course, they get away with it, but when they do not, they regret it for a long time to come, so we are trying to provide better information on the Foreign Office website. We do specific work when a large number of people go abroad for a particular event; for example, we try to anticipate problems in those circumstances, and we try to educate people better about how they can guard against difficulties abroad.

We have high expectations of our consular staff who operate in countries where circumstances can be difficult, and we want them to be able to assist where they can to obtain relevant information from the country’s authorities. However, it is important to stress what they cannot do, because sometimes the expectation is that consular staff will be multi-purpose police investigators, lawyers and medical staff. That is not a level of service that we are realistically able to achieve.

It is worth sharing briefly with hon. Members what the consular department of the Foreign Office is trying to do at present. A new consular strategy for 2010-13 was launched in June. It sets the direction for consular work for the next three years and has three focal points. The first is on services that only we can provide, and is based on research and consultation with British citizens who have told us what they particularly value. Customer feedback has been obtained, particularly from British nationals who have been affected by the worst incidents or crimes overseas, and it is central to our decision-making processes. We are keen to try to concentrate as much time and resource as possible on the people who need help the most.

We want to invest more in the people who work for us, to ensure that they maintain the highest levels of professionalism. There is compulsory training, including for our honorary consuls, to whom I pay tribute this morning. Many of them do a large amount of work, particularly during seasons that are busy times of the year for British travellers, for virtually no personal financial compensation at all.

We also want to strengthen our global network because, although there are areas that British people travel to in great numbers—my hon. Friend mentioned Greece, and I mentioned Thailand—there are, of course, British citizens in every country of the world who require our assistance. Therefore, we need a global network to try to ensure that we are able to provide assistance wherever it is needed.

I want to say something that goes a bit beyond that. I have the relative advantage of still being a new Minister, so I can look at services with a fairly objective and dispassionate eye. What impresses me about the consular service is the level of professionalism and how comprehensive it is, certainly on a global scale. Few countries would even aspire to replicate what we do to help British nationals who require our assistance in far-flung parts of the world.

However, I think we can do more when people find themselves, not necessarily through any fault of their own, in particularly harrowing and difficult circumstances. This is where I particularly agree with my hon. Friend, who was right to make the point that such cases are relatively few. Millions of British people travel abroad, and hundreds of thousands of them need minor assistance of one kind or another, but the number of people who need help in really difficult circumstances is relatively small. For example, about 50 to 60 British nationals abroad are murdered each year. In the grand scheme of things, that is a relatively small number—roughly one a week, on average. We could look at providing a better and more comprehensive service for people in particularly difficult circumstances.

I had a meeting last month with members of the group that my hon. Friend mentioned, Support After Murder and Manslaughter Abroad, and discussed with them their experiences and ideas, and I have had several detailed conversations with officials in the Department about how we can provide a service charter that is more comprehensive in terms of the services that British nationals can expect. However, there are some challenges. It is not necessarily quite as straightforward as it might appear on first inspection.

[Tom Brake]

Has the Minister had any thoughts yet about what components there might be in a better and more comprehensive service?

[Mr Browne]

Let me come to that in a moment. I will answer the question.

Challenges include the legal systems in the countries that people visit. I sometimes turn this on its head and ask whether we would expect a foreign national in Britain to receive treatment in the British court system or a British prison that is different from that enjoyed by British nationals, and by and large people say that we would not. That same constraint is imposed on us when British nationals are abroad. There are resource constraints—there always are in Government—and there are some specifics.

For example, let us look at the two cases that my hon. Friend raised. I spoke specifically about what more we can do to help murder victims and their families, but the person in the first case was not murdered. Robert Hughes was seriously injured but not murdered, so he would not fall under that narrow classification. In the second case, the Brazilian authorities do not consider Neil Juwaheer to have been a victim of crime, so under a strict legal classification, he would not come under that category either. There are many cases that are extremely harrowing and difficult. If one were to try to impose narrow criteria, the danger is that we would roll out a service with great fanfare that looks good but then get many specific instances that do not fall within its scope.

I hope that we will provide a more comprehensive service that gives people a clear expectation of the assistance that they can have, and that that assistance is more direct and more hands-on than it has been in the past. I will announce more specific details when I am in a position to do so.

I would be more than grateful to have representations from my hon. Friend and from the hon. Member for Liverpool, West Derby, about how, within the budget that the Foreign Office has for consular services, we can focus our resources better so that people who find themselves in great difficulty and harrowing circumstances, and their families, can be confident that they will get the best possible service from our Government.