Application Type: Family Permit
Location: Cairo - Egypt
Application Date: 12.12.2011
Further to my application, I was contacted by British Embassy in Cairo to provide copies from my wife's passport showing entry visas to visit me in Turkey and Egypt during 2008, 2010 and 2011. I have sent scanned copies through embassy’s email address on the same day and I have asked for a confirmation receiving them. But they did not answer me.
On 24.01.2012 – I have submitted an inquiry, case number 00592137, to WorldBridge asking whether the documents that I have sent to the British Embassy were received. WorldBridge Administrator replied with an email stating that:
In regards to your question, we would like to let you know that due to the nature of your request it is being escalated for detailed research. Please be informed that we understand the importance of your issue, and we strive to respond as quickly and thoroughly as possible.
My wife visited me in Egypt in the period 11-18.04.2012 and I have also sent an email to inform the British Embassy in case they may request personal interview with us. And in addition to the first inquiry, I have submitted 2 more inquiries numbered as follow: 00619628 and 00620313, and the answer was again the same.
On 24.04.2012, THREE months after the inquiry was placed, I have received an email as a reply to case number 00592137 (first inquiry which was submitted on 24.01.2012) stating that my documents have NOT been received!!!
It is mentioned in the UKBA's website, applicants should submit all their inquiries through WorldBridge website. Apparently, inquiries are replied to automatically, and if they were read through, an answer would come after 3 months!
In your website (
http://www.ukba.homeoffice.gov.uk/aboutus/service/) you have stated several values that World Bridge Cairo has failed to comply with, below are the "values" and how they were preached:
Our service to customers
We aim to provide a high level of service for all our customers. As a customer you can expect that:
• the information we provide will be in plain language, accurate and meeting your needs;
• we will process applications in line with our published delivery standards; we will provide you with a detailed response to an enquiry or complaint;
etc …
When you contact us by post or email, you can expect that we will answer your question or respond to your comment. You can also expect that any replies will:
• be in clear, plain language;
• be correctly addressed and accurate; and
• include a contact telephone number.
Etc…
From my experience with World Bridge, the information was a pre-typed message, it was not accurate, did not meet my need, no details were provided at any time, I was not correctly addressed nor accurately explained of my inquiry.
Moreover, my application was not treated in line with delivery standards (of 3 weeks) where as of 30.04.2012; it has been more than 16 weeks and more than 90 working days.
Finally, on 02.05.2012, I received a call from DHL to receive my documents because I was not at the delivery address at the moment despite the fact that I have purchased the Business service which means I had to receive an sms notification of my application status.
