After completing your enquiry form, it will be directed to the team. The standard response time is three to five working days as confirmed by the auto-reply you will receive to confirm that your form has been submitted.
Our peak period is from June to November and it is likely that it may take the maximum time to answer initial and follow-up questions. We assess queries on a daily basis depending on their urgency e.g. complex cases that need additional referral or expiry dates of visas.
Do I need to complete a new query form each time I have a question?
No, you do not need to complete the form each time you have a question. You can simply reply to the email response you receive from the team. The same adviser will work with you on your case unless:
- they are unavailable due to leave or illness;
- your case is complex and it has been escalated to the manager;
- the staff member has escalated the case for other reasons.
By responding to our replies, all the advice is in one trail so it will be easier for you to refer to.
Getting an initial response from the manager doesn't mean the case is automatically complex. We are a small team of three and during peak periods all members of the team answer queries. If your adviser changes or your case is escalated, you will be informed of the reason why.
Why do you always refer me to the guidance?
A lot of the questions asked are already answered in our guidance. We will always refer you here first if we know the answer is already available in our guides. We are of course happy to clarify any points in the guidance or answer your questions if they are not covered.