Reply to My email to amnassador.
This is the reply I got to the Email I sent to the Ambassador. My wife has today forwarded her passport direct to KIngsley Magee.
I'm no legal expert but to me Mr Magee seems to be admitting that my application and appeal were not dealt with properly. I have passed a copy of this email to my solicitor and am expecting full reimbursement of all my costs here. This matter is far from over.
Dear Mr xxxxxxxx
Your email to the Ambassador has been forwarded to me to reply on his behalf.
I have reviewed our handling of your wife’s application, both at the initial assessment and decision stage by the Entry Clearance Officer and then subsequently at the Entry Clearance Manager Appeal Review stage and I agree that this did not live up to the high standard that I expect from my team or that you as a customer are entitled to. It is clear to me that some of the evidence submitted with the initial application was incorrectly interpreted by the Entry Clearance Officer and that some supporting documents were overlooked both during the initial assessment of the application and at the Appeal Review stage. This is not acceptable and I will be reinforcing this with the individual officers concerned and with the team as a whole to ensure that there is an immediate improvement in this area.
I can completely understand why you feel dissatisfied with the level of service that you and your wife have received and I can only apologise for this and for the distress and inconvenience that this has caused. We process large numbers of applications at the UK Border Agency Visa Hub in Manila and I am committed to ensuring that we make every effort to provide the best level of customer service possible. On this occasion we did not deliver the level of customer service or decision quality that I expect and I will ensure that immediate steps are taken to address this.
We will of course complete the processing of your wife’s application and issue her visa as soon as possible. I would be grateful if you could ask her to re-submit her passport so that this can be done and you may wish to advise her to mark it for my attention so that I can ensure that it is processed without delay.
Yours faithfully
Kingsley Magee
Kingsley Magee
Regional Operations Manager
NE Asia/Australasia
International Operations and Visas
UK Border Agency
British Embassy,120 Upper McKinley Road,Taguig City 1634, Metro Manila, Philippines
Tel: +63 (0)2 858 2235
FTN: 8411 2235
Mobile: +63 (0)917 556 8120
Web: www.ukba.homeoffice.gov.uk
