UKVI customer helplines are in place to provide information and direct customers, who are mostly potential applicants, to the most appropriate and relevant part of the GOV.UK website which provides guidance and instructions. This covers but is not limited to: -
• the range of visas UKV&I offers
• the process, cost and requirements to apply and current processing timescales relevant to the visa application and
• the immigration rules
Our customer service delivery model ensures that our customer helpline advisors can handle customer enquiries thus enabling our case working teams to process applications.
Emergency or urgent customer enquiries are regularly escalated via the customer helpline to the appropriate part of our case working operations for resolution.