Question to the Home Office:

To ask Her Majesty's Government what is the termination date for Teleperformance's contract to provide overseas helpline services on behalf of the Home Office; and what assessment they have made of complaints against Teleperformance in relation to Home Office services including (1) the number of complaints made in relation to passports, and (2) the total compensation awarded to customers in relation to complaints.

The contract relating to the UK Visas and Immigration (UKVI) international Contact Centre service, delivered by Teleperformance, runs from March 2021 until October 2024.

Any complaints made against the UKVI Contact Centre services, which Teleperformance deliver, are managed and monitored by UKVI to ensure that any emerging issues and trends are picked up and remedial action is put in place to ensure no future complaints occur.

The UKVI Contact Centre service has not received any complaints relating to passports. Where customers are complaining about the return of their passports this would fall to the appropriate UKVI business area to handle.

We do not hold the data relating to how much compensation has been issued in relation to contact made to the UKVI Contact Centre, as this is held by Teleperformance.

Teleperformance also provide contact centre services for His Majesty’s Passport Office (HMPO), the Passport Adviceline and Validation service. The contract for this service runs from 1 November 2019 to 31 October 2024.

The total number of complaints regarding Teleperformance made to HMPO relating to passports this year is 658. The data regarding compensation for these specific cases is not held in a reportable format and therefore it could only be obtained at a disproportionate cost.