Premium service delay. Biometrics down

[Sichup]

Applying for Further Leave to Remain Marriage.

Paid for the premium 'same day' service. However, on the day the biometrics centre was down. They were still able to take fingerprints/photo etc. but weren't able to communicate the information in order to get the 'results' from it.

Our caseworker said all our files were in order and he could see no reason why we would be declined, they just needed to receive the results back from the biometrics to finish processing the application. He couldn't tell us when they would be functional again but said we should get a phone call within the next couple of days with information.

It has been three days so far, short by some waiting standards, without a phone call. Had we not been told such a short time-scale we wouldn't be waiting so expectantly.

We've tried calling the home office who are unable to give any information whatsoever, even as to if the biometrics is functional again. They say we would have to wait 14 weeks before any enquiries could be made. So a 'same day' application has now turned in to a 14 week one?

Does anyone know if there are any other ways to contact the home office for information, or perhaps has visited since 13th Sept and seen the biometrics operational?

If this was a business running a service that you paid for there would be consumer protection against advertising a service and not providing it. Is there any way of complaining or getting money back?

Thanks