Islandsoneke123 wrote: ↑Sat Jul 25, 2020 8:45 pmHi @Islandson,Islandson wrote: ↑Sat Jul 25, 2020 7:13 pmHey @eke123, when we submitted a follow up complaint, we got a response 2 weeks later. The details were basically the same, only difference is that it said an approval would be given by the end of the month. We received that response on June 22nd.eke123 wrote: ↑Sat Jul 25, 2020 2:32 pmIslandson wrote: ↑Mon Jun 08, 2020 11:00 am
Thanks @Canadian. Your wording is slightly different but the gist is the same. Basically 'be patient and let us work'. There's an email they provided to us if we were not satisfied with their response, email@example.com. We've sent this off recently (2nd complaint) also mentioning that we have contacted our MP. I am not EU nor British born and I have been dealing with the home office now for 20 years in visa matters. This is by far the worse I have experienced.
Hello @ Islandson,
I know it must have taken a while
Please what was the outcome of the second complaint sent to complaint review cos I'm thinking of doing same cos my first complaint wasn't upheld.
Unknown to us, a decision was given on June 23rd; it wasnt showing online and we got our documents and the decision letter on July 1st.
I'd say its worth sending a follow up complaint, it makes a difference as they're probably fed up of dealing with these complaints now.
Thank you so much for your quick response
Really really appreciate it
I'll surely send a follow up complaint hopefully I'll be lucky this time around.
Thanks a lot
I've got a reply today from the complaint review
This is what it said
I am unable to uphold your complaint.
We pride ourselves on the high levels of customer service that we offer, and I am sorry if you felt that the complaint response you received fell below the standards that you could reasonably have expected. Complaints do not affect our decision-making process and making a complaint does not mean that an application will be dealt with more quickly.
Although you may have been advised over the phone in May that the caseworker just needed to confirm how long you had been living in UK, it is not until the caseworker carries out a more in-depth investigation of the application that the need for further enquiries may be identified.
Whilst I am sorry for the delay in your application being concluded, as you were previously advised, an EUSS case may take longer to conclude if for example as in your case, the applicant is a non-EEA or non-Swiss citizen and is applying based on a relationship that they have not relied upon in a previous application to the Home Office.
Each EUSS application has to undergo a number of mandatory checks and enquiries before a decision can be reached. The length of time taken to complete these checks is dependent on the individual circumstances of each case. This can mean that some customers applications submitted at a later date are dealt with sooner. Sometimes it is necessary to carry out further enquiries in relation to an application. While I cannot provide further details as to the nature of the mandatory checks and enquiries, I can assure you that they are necessary and must be completed before any decision can be taken. The enquiries regarding your case have not yet been completed.
Due to offices having to shut down because of Covid-19, staff are having to work remotely which is also having an impact on services. A definitive timescale for when your case will be concluded cannot be provided.
The casework team will contact you if they require any further information in order for a decision to be taken.
Until the end of the planned implementation period on 31 December 2020, EU citizens and their family members living in the UK, will continue to have the same rights and status, and are subject to the same residence and travel requirements as under EU law.
My response now concludes our complaint procedure. If you are not happy with how we have dealt with your complaint, and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman. The Ombudsman makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. The service is free for everyone. To take a complaint to the Ombudsman, go to www.ombudsman.org.uk or call 0345 015 4033. Please note that the Ombudsman can only look at complaints about UK government departments like UKVI and other UK public organisations if a Member of Parliament (MP) refers the complaint to them.
I'm so worried cos it's 7 months now,
I applied on Jan 18
Biometrics Jan 27
COA April 16
I did contact my MP also but haven't heard back from him.
Only God knows when this will be over and done with.