Final investigation report of a complaint about UK Visas and Immigration

21 October 2020

Our investigation found failings at UK Visas and Immigration (UKVI) in this complaint brought to us by a Windrush claimant who waited over a year before getting a response.

The Ombudsman has recommended that UKVI:

  • compensate the complainant to reflect the material and emotional distress caused by the delay 
  • make a full apology to the complainant
  • improve its openness and accountability in communicating with the people that come to it for help. 

UKVI has agreed to these recommendations.

Download a pdf of the investigation report below.