On 1st June 2017, the UKVI (part of the Home Office) incorporated changes to the way in which customer enquiries will be dealt with. They are now handled by a new commercial partner and for customers applying from outside of the UK, this means changes and charges will apply.
The main changes for customers applying from outside the UK are:
Customers will need to pay using a credit or debit card for contacting the UKVI by email. The charge includes the first email enquiry sent and any follow-up emails to and from the contact centre relating to the same enquiry.
The way payment is made to use the telephone service remains the same using a credit or debit card.
It is said the changes “help the government reduce costs and ensure those who benefit directly from the UK immigration system make an appropriate contribution”.
There are no changes to services if customers are contacting the Home Office from inside the UK.