VFS Global: Complaints

(asked on 9th July 2019) - View Source

Question to the Home Office:

To ask the Secretary of State for the Home Department, how many complaints were made to his Department on the Next Generation Visa Services contract delivered by VFS Global in the most recent period for which statistics are available.


Answered by
Caroline Nokes Portrait
Caroline Nokes
This question was answered on 16th July 2019

Our performance against service standard in relation to customer complaints for UKVI can be at https://www.gov.uk/government/publications/customer-service-operations-data-may-2019. we do not publish stats on complaints received in relation to individual supplier performance:

We are aware that there have been some issues with the VFS document system and UKVI is working with VFS as a priority on a number of actions to improve the service, utilising customer feedback to target areas of improvement.

In parallel we are improving our management information reporting package which allows us to regularly monitor the heath and performance of the VFS systems.

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