This is what I found on UKBA website.
http://www.ukba.homeoffice.gov.uk/sitec ... ector-visa
5. Meets the service standards set out in its customer strategy document published in April 2009: The UK Border Agency accepts this recommendation.
5.1 The UK Border Agency regrets the disruption to customer service standards in the second half of 2009, including in the period sampled by the Independent Chief Inspector, and took a series of measures (staffing, management, IT) designed to restore service. The operation has met visa processing time standards since January 2010.
5.2 The UK Border Agency values effective complaint handling as a customer service and a source of feedback. The UK Border Agency implemented revised complaints handling procedures from 1 September 2009. Each quarter, with effect from October – December 2009, all International Group regions are required to submit an analysis of complaints received, highlighting categories of complaints received, trends, and actions taken to learn from complaints. These are analysed centrally by and shared with the whole visa business. The first report under this new procedure was submitted by the end of January 2010. A central team is tasked with ensuring that best practice as highlighted by the regions is promulgated globally and that generic weakness in procedure is addressed.
6.
Manages customer correspondence and complaints efficiency in order to:��provide detailed responses where necessary in a timely manner
��identify improvement opportunities
��improve the overall levels of service provided
The UK Border Agency accepts this recommendation and has already implemented it.
6.1 Since the inspection there is now a dedicated correspondence team, headed by an ECM. There are specific plans in place to improve correspondence handling, and improved practices have already been implemented:
•Standard wordings for responses are in place to ensure consistency and prevent grammatical errors.
•Complicated correspondence and all complaints are escalated to an ECM who drafts a full response.
•All complaints are cleared by the Operations Manager.
•ECO line managers as well as ECMs and the Operations Manager routinely carry out spot checks on correspondence.
•All correspondence and complaints information is recorded in a single document and analysed by the ECMs and the Operations Manager. This is enabling trends to be identified and acted upon.
•Where an ECM produces a response, either to a complaint or high level correspondence, a percentage of these are subject to peer review by an ECM colleague.
•A full review of the standard replies currently in use has been carried out, and their use will continue to be monitored by the correspondence ECM. They will be updated where appropriate to improve the overall quality and to ensure they remain relevant.
•Staff have been given training in correspondence handling, and the emphasis has been on resolving the points that are raised in correspondence rather than advising customers to redirect their queries elsewhere.
