'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.'
I hope this isn't an excuse.
Being busy is irrelevant. Given the prices charged for visa applications, there should be enough trained staff put in place to cope.
Good luck with the claim Marco. The UKBA have not got a leg to stand on now, IMO.
