VFS Global: Complaints

Home Office written question – answered at on 16 July 2019.

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Photo of David Linden David Linden SNP Whip

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.

Photo of David Linden David Linden SNP Whip

To ask the Secretary of State for the Home Department, what recent assessment he has made of the technical competency of the digital systems used for document collection by VFS Global in service delivery of the Next Generation Visa Services contract.

Photo of Caroline Nokes Caroline Nokes The Minister for Immigration

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 we do not publish stats on complaints received in relation to individual supplier performance: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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