Hi,CR001 wrote: ↑Tue Jan 07, 2020 1:27 pmYou aren't entitled to refund as you paid for a service for a decision within a stipulated timeframe, which you clearly received. Super priority is only for a quick decision and not brp delivery.Eranchho wrote: ↑Tue Jan 07, 2020 1:22 pmHi there,
I have a situation where my BRP delivery card was delivered extremely late to me due to the HO and BRP delivery team being so slack and useless.
Long story cut short, I have emailed the complaints team numerous times, called up their helpline which keep referring me to the complaints team.
I sent my first email on 04/12/2019 and only received a response yesterday with them stating they do not think I am entitled to a refund.
I understand that paying for the super priority service gave me my decision on the same day, which they did. Then following that a letter from HO(dated 11/11/2019) stated I should have received my BRP card 7-10 working days of the letter, which means I was to receive my card by 25/11/2019.
My card was reported as lost by our lawyer and when the team tried delivering the card, they could not find the address even though they were given a full address and post code.
I have been sent on a wild goose chase and eventually my BRP card was delivered to me overseas on 26th December 2019. An entire 32 working days of the date I was supposed to.
My question is, does anyone have a contact of who I can get in touch regarding this situation and the immorality of the super priority service.
I still feel like I am entitled to this refund as the service was not delivered to me as show HO stated on the decision letter of receiving my BRP card.
Any guidance/assistance would be appreciated.
Kiwi citizen that resides in the UK.
DX courier is responsible for delivery and it would have been advisable to contact them first before reporting the card lost, which has caused an additional delay as HO has to follow due process to get the other gov department in Wales to print and send a new card.
It was the HO that said the next process of theirs was to report it as lost, which took 5 working days to get a response which then notified us of them not being able to find the address.
I also got in touch with the BRP delivery team.
Guess what, they were absolutely useless at giving me any information of the whereabouts of my BRP card, it is like trying to squeeze fat out of a fly, they did not have any answer or clue on the whereabouts of the card.
It took them TWO WEEKS to reply to my email, so goodness knows where it was the entire time.
As the HO stated on the letter, the BRP card should also be delivered within the time frame, so I am rightly entitled to a refund in this individual circumstance.
I would gladly appreciate any other contact apart from the complaints email and complaints review email.