Not heard of Certificate in 7mo since approval

CULLINAN wrote: ↑

Tue Dec 22, 2020 10:07 am

Follow:
british-citizenship/citizenship-ceremon ... 99323.html

CULLINAN wrote: ↑

Tue Dec 22, 2020 10:07 am

Follow:
british-citizenship/citizenship-ceremon ... 99323.html

nnn15 wrote: ↑

Tue Dec 22, 2020 10:48 am

I'm in a very similar situation, approved in spring, still no certificate. citizenship.support was not responsive either.
I've managed to make some progress by reaching out to my MP. Apparently the Home Office must reply to MPs, so if you've been ignored by the HO support for many months, you might consider that option. My MP was told that my documents were sent back in summer. The paperwork never arrived, so the HO admitted there was some mistake and they are investigating it now. There are still no signs of my certificate (and it's been over 9 months since my application was approved), but at least the HO confirmed they are working on my case.
Given the HO stated that the paperwork for all the applications approved through August 2020 was issued and sent by November, it sounds they have marked these applications as complete. So it's probably worth dragging their attention to the fact your paperwork hasn't arrived. Apart from involving your MP, you can ask the phone helpline to escalate your case or submit a complaint at the HO website https://www.ukvi-complaints.homeoffice.gov.uk/reason.
Please post here if you get any updates. There are quite some people waiting for a very long time and we'd all like to know if there is a way to get this resolved.

nnn15 wrote: ↑

Tue Dec 22, 2020 10:48 am

I'm in a very similar situation, approved in spring, still no certificate. citizenship.support was not responsive either.
I've managed to make some progress by reaching out to my MP. Apparently the Home Office must reply to MPs, so if you've been ignored by the HO support for many months, you might consider that option. My MP was told that my documents were sent back in summer. The paperwork never arrived, so the HO admitted there was some mistake and they are investigating it now. There are still no signs of my certificate (and it's been over 9 months since my application was approved), but at least the HO confirmed they are working on my case.
Given the HO stated that the paperwork for all the applications approved through August 2020 was issued and sent by November, it sounds they have marked these applications as complete. So it's probably worth dragging their attention to the fact your paperwork hasn't arrived. Apart from involving your MP, you can ask the phone helpline to escalate your case or submit a complaint at the HO website https://www.ukvi-complaints.homeoffice.gov.uk/reason.
Please post here if you get any updates. There are quite some people waiting for a very long time and we'd all like to know if there is a way to get this resolved.

firestalker21 wrote: ↑

Wed Feb 03, 2021 11:15 am

nnn15 wrote: ↑

Tue Dec 22, 2020 10:48 am

I'm in a very similar situation, approved in spring, still no certificate. citizenship.support was not responsive either.
I've managed to make some progress by reaching out to my MP. Apparently the Home Office must reply to MPs, so if you've been ignored by the HO support for many months, you might consider that option. My MP was told that my documents were sent back in summer. The paperwork never arrived, so the HO admitted there was some mistake and they are investigating it now. There are still no signs of my certificate (and it's been over 9 months since my application was approved), but at least the HO confirmed they are working on my case.
Given the HO stated that the paperwork for all the applications approved through August 2020 was issued and sent by November, it sounds they have marked these applications as complete. So it's probably worth dragging their attention to the fact your paperwork hasn't arrived. Apart from involving your MP, you can ask the phone helpline to escalate your case or submit a complaint at the HO website https://www.ukvi-complaints.homeoffice.gov.uk/reason.
Please post here if you get any updates. There are quite some people waiting for a very long time and we'd all like to know if there is a way to get this resolved.

I've been away and still am away from the country for personal reasons, may I ask, do you generally receive an email when the certificate arrives? Because I wouldn't be able to check if any physical letters arrived in the meantime. I haven't started any actions regarding my certificate for this reason.

firestalker21 wrote: ↑

Thu Feb 25, 2021 12:25 am

A quick update: I submitted a complaint to UKVI. The term of 20 days to receive a reply passed without hearing anything. I got in touch with my MP, who replied, but the communication is lagging. I will send updates once things advance. If anyone has any further suggestions on what can be done please don't hesitate to reply.

CULLINAN wrote: ↑

Thu Feb 25, 2021 1:32 am

firestalker21 wrote: ↑

Thu Feb 25, 2021 12:25 am

A quick update: I submitted a complaint to UKVI. The term of 20 days to receive a reply passed without hearing anything. I got in touch with my MP, who replied, but the communication is lagging. I will send updates once things advance. If anyone has any further suggestions on what can be done please don't hesitate to reply.

Did you check with your local council if they received your certificate yet?

You still have two steps to complete before local council can book you in for a ceremony.

First, you have to receive your ceremony invitation letter. This could be via email including junk folder/or post. I am assuming you have been checking both?
Second, your paperwork and certificate will be posted to your local council simultaneously.

You should have been sorted by now. Clearly a delay on HO’s part.

Try both email:
NationalityFrontEndTechnicalSpecialists@homeoffice.gov.uk
NationalitySupportTeamFMT@homeoffice.gov.uk

Post:
Permanent Migration
The Capital Building
Old Hall Street
Liverpool
L3 9PP

Mention your Name, DOB, Nationality, UAN in the email/post.

I would advise you to chase it up with both methods asap.

Also make another official complaint:

https://www.gov.uk/complain-uk-visas-immigration

PS: Honest advice, no advertising

firestalker21 wrote: ↑

Wed Mar 03, 2021 9:51 pm

By the way, there is one more way to reach them. If you send an email to NationalityEnquiries@homeoffice.gov.uk

they reply with an automated email attaching a form to fill in, and then gives you a second email to send the form to. I remember they replied to me in the past, I tried again now to see if they get back. So far there are no updates on any of the fronts.

nnn15 wrote: ↑

Thu Mar 04, 2021 9:34 am

firestalker21 wrote: ↑

Wed Mar 03, 2021 9:51 pm

By the way, there is one more way to reach them. If you send an email to NationalityEnquiries@homeoffice.gov.uk

they reply with an automated email attaching a form to fill in, and then gives you a second email to send the form to. I remember they replied to me in the past, I tried again now to see if they get back. So far there are no updates on any of the fronts.

It's strange they didn't reply to your complaint within 20 days. Did you receive an email confirmation that your complaint has been lodged?
Also, did you call the helpline and ask them to escalate your case?

firestalker21 wrote: ↑

Thu Mar 04, 2021 1:07 pm

Yes, on the 3rd of February I have an email from
customer-services@ukvi-complaints.homeoffice.gov.uk entitled "Your complaint has been sent to UK Visas and Immigration". No response yet. How can you escalate it? Which number is best to call for this?

By the way, new update. I have a confirmation that my MP contacted the Home Office today. We will see what they reply soon.

nnn15 wrote: ↑

Thu Mar 04, 2021 8:34 pm

firestalker21 wrote: ↑

Thu Mar 04, 2021 1:07 pm

Yes, on the 3rd of February I have an email from
customer-services@ukvi-complaints.homeoffice.gov.uk entitled "Your complaint has been sent to UK Visas and Immigration". No response yet. How can you escalate it? Which number is best to call for this?

By the way, new update. I have a confirmation that my MP contacted the Home Office today. We will see what they reply soon.

My MP got ignored by the HO for a while, and after 3 months they called the MP hotline.
Maybe you could ask you MP to call the hotline if the HO doesn't reply to your complaint within 20 working days.

phetherweyt wrote: ↑

Fri Mar 05, 2021 9:57 am

If you're going to ask your MP to help don't wait 20 working days. If the MP writes a letter to the HO then that's another 20 working days so you're going to end up waiting another 8 weeks for a response.

firestalker21 wrote: ↑

Fri Mar 05, 2021 11:12 am

phetherweyt wrote: ↑

Fri Mar 05, 2021 9:57 am

If you're going to ask your MP to help don't wait 20 working days. If the MP writes a letter to the HO then that's another 20 working days so you're going to end up waiting another 8 weeks for a response.

I didn't, I contacted my MP long before the 20 days after the HO complaint, it just took a while to get things going. For the next week or so it will be mostly waiting I guess.

How do you escalate your UKVI complaint after 20 working days? Which number is best to call?

nnn15 wrote: ↑

Fri Mar 05, 2021 12:21 pm

firestalker21 wrote: ↑

Fri Mar 05, 2021 11:12 am

phetherweyt wrote: ↑

Fri Mar 05, 2021 9:57 am

If you're going to ask your MP to help don't wait 20 working days. If the MP writes a letter to the HO then that's another 20 working days so you're going to end up waiting another 8 weeks for a response.

I didn't, I contacted my MP long before the 20 days after the HO complaint, it just took a while to get things going. For the next week or so it will be mostly waiting I guess.

How do you escalate your UKVI complaint after 20 working days? Which number is best to call?

I was dealing with it in autumn and the number back then was 03001232253. I think after there was some restructuring of the help line, and there was a Covid line (08006781767) and a new number (03007906268). Try calling these numbers or search on the internet what the current number of UKVI is.

The default response will be "wait and see", so what you need to do is to be a bit pushy and explain that you've been waiting for X months already and the HO confirmed that all the applications approved through 15 November have been processed. Yours was approved before, but hasn't been processed, so you are concerned it's already marked as complete and no one is looking at it. Ask the agent if they can escalate it (back in November they offered this option to me). Be prepared to spell your name and case ID, once they escalate you'll get an email confirmation. The email I got said I would get a response within 10 working days. I didn't get any response, but 1.5 months after I got the invitation letter and the certificate. My MP also pushed the HO to get a response in the meantime.

Good luck, I hope it will get sorted out for you soon.

firestalker21 wrote: ↑

Fri Mar 05, 2021 7:30 pm

UPDATE: The UKVI sent a standard reply to my complaint after 20 days passed:

"Dear customer

Thank you for your recent correspondence where you have raised a complaint about our service.

Unfortunately, it has not been possible for us to fully investigate your complaint within our 20 working day service standard. We are continuing to look into the issues you have raised and will aim to provide you with a reply as soon as possible.

Please accept our apologies for the delay in dealing with this matter.

Yours faithfully

Xxxxxx

Central Operations

www.gov.uk/ukvi"


I replied saying I want it escalated as 9 months passed, and if nothing happens I will contact them on one of the numbers given by nnn15

firestalker21 wrote: ↑

Fri Mar 05, 2021 7:30 pm

UPDATE: The UKVI sent a standard reply to my complaint after 20 days passed:

I replied saying I want it escalated as 9 months passed, and if nothing happens I will contact them on one of the numbers given by nnn15

nnn15 wrote: ↑

Fri Mar 05, 2021 12:21 pm

firestalker21 wrote: ↑

Fri Mar 05, 2021 11:12 am

phetherweyt wrote: ↑

Fri Mar 05, 2021 9:57 am

If you're going to ask your MP to help don't wait 20 working days. If the MP writes a letter to the HO then that's another 20 working days so you're going to end up waiting another 8 weeks for a response.

I didn't, I contacted my MP long before the 20 days after the HO complaint, it just took a while to get things going. For the next week or so it will be mostly waiting I guess.

How do you escalate your UKVI complaint after 20 working days? Which number is best to call?

I was dealing with it in autumn and the number back then was 03001232253. I think after there was some restructuring of the help line, and there was a Covid line (08006781767) and a new number (03007906268). Try calling these numbers or search on the internet what the current number of UKVI is.

The default response will be "wait and see", so what you need to do is to be a bit pushy and explain that you've been waiting for X months already and the HO confirmed that all the applications approved through 15 November have been processed. Yours was approved before, but hasn't been processed, so you are concerned it's already marked as complete and no one is looking at it. Ask the agent if they can escalate it (back in November they offered this option to me). Be prepared to spell your name and case ID, once they escalate you'll get an email confirmation. The email I got said I would get a response within 10 working days. I didn't get any response, but 1.5 months after I got the invitation letter and the certificate. My MP also pushed the HO to get a response in the meantime.

Good luck, I hope it will get sorted out for you soon.

CR001 wrote: ↑

Fri Mar 05, 2021 7:32 pm

firestalker21 wrote: ↑

Fri Mar 05, 2021 7:30 pm

UPDATE: The UKVI sent a standard reply to my complaint after 20 days passed:

"Dear customer

Thank you for your recent correspondence where you have raised a complaint about our service.

Unfortunately, it has not been possible for us to fully investigate your complaint within our 20 working day service standard. We are continuing to look into the issues you have raised and will aim to provide you with a reply as soon as possible.

Please accept our apologies for the delay in dealing with this matter.

Yours faithfully

Xxxxxx

Central Operations

www.gov.uk/ukvi"


I replied saying I want it escalated as 9 months passed, and if nothing happens I will contact them on one of the numbers given by nnn15

Please do not post the names of ukvi staff in the forum. You have not been given permission by the person to post their details in a public internet forum.