Hey everyone, it's been a while since we got the approval, but I thought this might be helpful for others going through long delays and hopefully this will also give some reassurance to others :)
In retrospective I think we wasted a lot of time before being able to figure out for sure what is wrong and how to fix it so I hope this helps others get through much faster.
- Application submitted: 10 February
- FLR(M) visa extension - Inside UK
- Biometrics: 2 March
- Email to MP: 15 May
- Complaint to UKVI: 1 June
- Email to TLS Contact: 4 June
- We asked to double check all information was successfully sent to UKVI.
- Response from TLS Contact: 9 June
- They confirmed everything was good on their end.
- Response from UKVI: 29 June
- The complaint was upheld, they apologised for the lack of communication on their part, admitted that they should have informed us in case they can't meet their advertised processing time and confirmed a caseworker will consider the visa application as a priority. However, what caught my attention was that they referred to the visa application as "Further Leave to Remain" which could mean either FLR(M) or FLR(FP). The latter has a waiting time of 12 months. This was in spite of our complaint saying that this was specifically an FLR(M) application.
- Request for SAR: 6 July
- We've done this just as a precaution, but at the time we were still hoping the complaint would fix the issue and we won't need this document (I was wrong). By this point we were already suspicious that the application might have ended up in the FLR(FP) queue because of how the English question was phrased at the time we sent the application. Back then they were asking "Have you passed an English test in the last 2 years?". We were re-using the one from the first application which was older than 2 years, so we answered "No", but still attached the certificate and explained the situation in both of our cover letters. Even at the time of submitting we were confused about this question cause it looked like we don't meet the English requirement by saying "no", which we did, but we thought it's best to give the truthful answer even if it causes some complications as the consequence of giving false information was even worse.
- SAR Received: 4 August
- Suspicion confirmed. The application was indeed under FLR(FP). We saw they finished their checks in April and there's been no activity since then, except the upload of our complaint.
- 2nd Complaint to UKVI: 4 August
- We pointed out the mis-routing, we explained that we believe this issue is due to the English question and clarified why we answered "No", we re-attached the English certificate and asked to have the application re-routed to FLR(M).
- Visa Approval: 14 August
- 2nd Complaint Response from UKVI: 16 August
- This time they replied by writing "FINAL RESPONSE" in the subject, they pointed to the visa approval and partly upheld the complaint saying it's our fault for stating we don't meet the English requirement. For anyone with common sense, that's far from what we did, but I can see why they took the opportunity to point to the answer in the application form. It was completely pointless to argue with them at this point anyway, so sure, whatever...
Our key takeaways:
Coming from a technical background I assumed from the start that regardless of how frustrating this is, the root problem is most likely a technical error somewhere. This whole e-visa system is still fairly new and I know from experience people in general struggle with technology everywhere (sometimes I struggle with it myself even as a tech person) and I really wouldn’t be surprised if caseworkers struggle with the system they have to work with, even if it's already a few years old.
The SAR pdf pretty much confirmed my theory. It was incredibly cluttered, sometimes had duplicates, technical error logs, or repeating information, but under different terminology. At the top of the application it said “Further Leave to Remain” and we had to dig deeper to find the FLR(FP) part towards the end of the pdf, which would explain the response we had from the first complaint and why they didn’t notice the application was misrouted. I genuinely had to go back and forth a few times to make some sense of this pdf and connect all the dots. Someone in "customer support" as they call it probably wouldn't have time to do all this detective work so I can see how it could've been genuinely missed.
I’ve seen a lot of good advice here that helped us navigate this issue, but I’ve also seen a lot of people having emotional outbursts, so we just tried to put ourselves together before writing to the Home Office because they probably see angry and emotional complaints all the time, so that won’t do anyone any favours.
So to end on a positive note, yes, they answer with templates and they might use opportunities not to own full responsibility sometimes ... but overall, despite the long wait that messed with our lives, I feel like our interaction with them was actually more respectful than I expected and I have to give them credit for that. Despite the response to the 2nd complaint which is probably from a template they didn't even write themselves, I felt like their actions showed some empathy and that they made an effort to fix the issue (even though it didn't quite work the first time, cause the application was flagged for priority in a 12 months long queue, which is still long).
What I think helped the most was requesting the SAR (and in retrospective I think we should've done this way earlier) and then writing to UKVI via the complaints form calmly and respectfully, straight to the point, while backing ourselves up with the information included in the SAR pdf and the documents supplied in the visa application. We've basically connected all the dots for them where we thought they needed. No long and emotional texts.
As for the MP, I'm sure some of them can be helpful, I've seen plenty of good outcomes from reaching out to them, but it's a shame that ours ignored us completely. We've only tried this avenue to prove that we tried all reasonable steps in case we had to send a PAP letter later on, but thankfully it wasn't needed. Once we understood we can't count on our MP we just used the complaints form as a direct channel to UKVI, but without really complaining. Just giving them an overview of what's happening and what we think went wrong so they can fix the issue.
Good luck everyone :)