Section A: UKVI Contact Details
UK Visas and Immigration (UKVI) provides a number of public contact routes for applicants, employers and sponsors who need general information or technical support with an immigration process. The contact routes are not intended to provide legal advice or influence the outcome or timing of an application.
It is important to understand that contacting UKVI does not accelerate decision-making and does not substitute for professional immigration advice. If your application is still within standard processing times, UKVI contact staff will not provide progress updates or case-specific commentary.
1. What is UKVI?
UKVI stands for UK Visas and Immigration. UKVI effectively manages the UK’s visa, settlement and citizenship programmes and oversees asylum claims. It is a directorate of the Home Office responsible for visas, settlement and citizenship decision-making about who can come to the UK and who can stay, and sets the conditions and terms of their permission.
UKVI also operates the sponsorship framework that allows employers and educational institutions to sponsor overseas workers and students under the UK’s immigration system.
Decisions on whether to grant or refuse a visa, extension or settlement application are made by UKVI caseworkers. While applicants interact with third-party providers during the process, including for biometrics and document submission, these providers do not make immigration decisions and cannot influence outcomes. Responsibility for decision-making and policy application remains with UKVI throughout.
UKVI is in the process of phasing out physical proof of immigration status, such as Biometric Residence Permit cards, in favour of digital eVisas. Immigration status is now primarily managed through an online UKVI account, which allows individuals to view, share and evidence their status electronically.
2. UKVI Contact Details
| Contact type | Who it is for | Contact details | Notes |
|---|---|---|---|
| General enquiries | Applicants and individuals | +44 (0)300 790 6268 Alternative: +44 (0)203 875 4669 | General information only, primarily aimed at online status services such as eVisas and UKVI account access. |
| EU Settlement Scheme helpline (UK only) | EU, EEA and Swiss citizens and family members | +44 (0)300 123 7379 | Scheme-specific support only. No legal advice. |
| EUSS Resolution Centre (outside the UK) | EU, EEA and Swiss citizens and family members | +44 (0)20 3080 0010 | |
| Asylum support helpline | Individuals with asylum claims or support needs | 0808 801 0503 | Freephone. Limited to asylum-related services. |
| Sponsorship, employer and education helpline | Licensed sponsors and education providers | +44 (0)300 123 4699 | Technical and policy queries only. Does not override compliance duties. |
| UKVI Resolution Centre | Users with UKVI account or eVisa access issues | +44 (0)300 790 6268 or +44 (0)203 875 4669 | Account recovery and digital status verification only. |
| Paid email enquiry (outside UK) | Applicants outside the UK needing general information | ukvi.mysecurepay.co.uk | £2.74 per query. Response aimed within five working days. |
DavidsonMorris Strategic Insight
Going back to the fundamentals, UKVI is a decision-making body whose primary function is to enforce the Immigration Rules, not provide assistance. As such, UKVI is not a helpdesk, it doesn’t offer legal advice and doesn’t claim to offer applicants, employers or sponsors with customer service support or guidance.
If you’re unsure about any aspect of an application, you should seek professional advice tailored to your individual circumstances. We offer fixed fee telephone consultations to give fast, direct answers to applicants, sponsors and employers.
Section B: When to Contact UKVI
People contact UKVI for a wide range of reasons. A visa application may be taking longer than the published service standard, there may be a problem accessing an eVisa or UKVI account, clarification may be needed on process steps or an applicant may be experiencing technical issues with the online application system.
While these concerns are often time-sensitive, UKVI provides only limited support through its contact channels. The Home Office states that applicants should not contact UKVI for general progress updates where an application remains within the published processing time. UKVI staff cannot provide legal advice or comment on the likelihood of an application being approved.
UKVI does not prioritise applications because of travel plans, employer pressure or personal circumstances. Repeated contact does not accelerate decision-making and does not prompt caseworkers to review an application sooner. Where an application has been correctly submitted and is awaiting a decision within the service standard, contacting the UKVI contact centre is unlikely to assist.
1. UKVI services
UKVI can assist with certain practical and administrative issues connected to visa and immigration applications. This support is limited to process and access matters rather than decision-making.
- Reporting technical faults with the online application system or a UKVI account
- Confirming whether an application is outside the standard processing time where no update has been issued
- Helping users access, recover or update their digital immigration status, including regaining access to a UKVI account
- Providing general information about processes and next steps, including how to contact visa application centres
- Directing users to the correct GOV.UK forms, tools and official guidance
UKVI also operates specialist helplines for certain groups, including EU Settlement Scheme applicants, asylum seekers and licensed sponsors. Where a Biometric Residence Permit has not arrived within the expected timeframe or an eVisa record appears to contain an error, UKVI may explain the relevant correction or escalation route.
2. What UKVI cannot help with
There are clear limits on what UKVI staff can discuss or influence through public contact channels.
- Providing immigration advice or recommending which visa route an individual should apply under
- Interpreting the Immigration Rules or advising on how to meet specific eligibility requirements
- Confirming when a decision will be made or giving progress updates for applications within standard processing times
- Intervening in, influencing or overturning a decision made by a caseworker
- Assisting with appeals, administrative reviews or judicial review proceedings
- Expediting or prioritising applications unless a formal escalation route applies and the published criteria are met
For case-specific advice, particularly where an application involves previous refusals, uncertain eligibility or multiple immigration routes, individuals should seek assistance from a regulated immigration adviser or solicitor authorised by the OISC or SRA.
The UKVI contact centre is not a substitute for legal representation. Contact centre staff work within scripted guidance and do not exercise discretion over individual cases. For eligibility questions, applicants should use the official Check if you need a UK visa tool, and for most routine issues the relevant GOV.UK guidance should be consulted before contacting UKVI.
If an issue cannot be resolved through published guidance and professional advice is not available, UKVI can be contacted for general information, provided the caller has the relevant reference numbers and the enquiry falls within the scope of UKVI’s public-facing services.
DavidsonMorris Strategic Insight
Knowing when not to contact UKVI is just as important as knowing when you should. This is because contacting UKVI can lead to a false sense of security. If you’re worried about a possible issue, don’t delay getting proper advice because you think “UKVI is looking into it” – it won’t be.
We also see employers making a similar mistake by assuming that raising an issue informally creates goodwill or mitigates future compliance exposure – again, it doesn’t. UKVI contact channels don’t log protective actions or mitigate against any potential enforcement.
Section C: UKVI Contact Numbers
UKVI provides different contact numbers depending on where you are calling from and the type of immigration issue involved. Some helplines are general, while others are restricted to specific schemes or user groups such as sponsors, EU Settlement Scheme applicants or asylum seekers.
Phone support can assist with basic process queries and access issues, but it is limited in scope. Calling UKVI does not influence decision-making and will not result in faster processing where an application remains within standard service times.
1. Which UKVI number should I call?
The correct UKVI contact number depends on whether you are calling from inside or outside the UK and whether your enquiry is general or scheme-specific.
From inside the UK, the main UKVI contact number is 0300 790 6268. If you cannot dial 0300 numbers, you can use 020 3875 4669. These lines are generally open Monday to Thursday from 09:00 to 16:45 and Friday from 09:00 to 16:30, although opening hours may change and should be checked on GOV.UK.
If you are calling from outside the UK, the contact number commonly used for UKVI digital status and account-related enquiries is +44 (0)300 790 6268. Calls to the overseas helpline are charged at £0.69 per minute plus network charges. UKVI advises that international contact centre hours can vary and are subject to change.
Staff on the general enquiry lines can provide information about processes and contact routes. They cannot advise on eligibility, comment on the merits of an application or confirm when a decision will be made.
2. Is it worth calling UKVI?
Calling UKVI can be worthwhile where there is a genuine technical or administrative issue, such as difficulty accessing a UKVI account, an apparent error on an eVisa or uncertainty about whether an application has exceeded the standard processing time.
It is unlikely to be helpful where an application is correctly submitted, remains within the published service standard and is awaiting a caseworker decision. UKVI does not provide progress updates in these circumstances, and repeated contact does not prompt earlier consideration of an application.
Applicants should be cautious about relying on phone contact for reassurance. The contact centre provides general information rather than case-specific guidance and does not exercise discretion over individual outcomes.
3. Who should not call UKVI?
UKVI should not be contacted where the purpose of the call is to seek legal advice, ask which visa route to apply under or request an assessment of whether an application is likely to succeed. These are matters that fall outside the remit of the contact centre.
Applicants should also avoid calling UKVI for routine progress updates where their application is still within standard processing times. The Home Office explicitly advises against this, and contact centre staff will not be able to provide further information.
For appeals, administrative reviews or challenges to a decision, UKVI contact numbers are not an appropriate route. These processes follow formal legal procedures and are not handled through the public contact centre.
DavidsonMorris Strategic Insight
It may look like there’s a healthy choice of UKVI contact options, but they all have quite strict and narrow functions. Contact centre staff work to tight scripts and their role is largely to filter out decision-related queries. They can’t access casework notes, they can’t influence or intervene in delays and they don’t have the information to provide meaningful updates on individual applications.
For anything substantive, you’ll need to look at professional advice and insight.
Section D: UKVI Online Contact Forms
UKVI operates online enquiry services for applicants who are unable to resolve an issue through GOV.UK guidance or telephone contact. These services are primarily designed for general information requests and technical issues rather than case assessment or decision-making.
UKVI’s paid email enquiry service is available to applicants outside the UK via ukvi.mysecurepay.co.uk. Submitting an online enquiry costs £2.74 per query and allows users to raise a general question with the UKVI contact centre.
To submit an enquiry, select “Start”, choose “General Enquiry”, enter your details including your Global Web Form reference number, full name, date of birth and nationality, describe your question and pay the fee. The £2.74 charge covers the initial enquiry and any follow-up responses relating to the same issue within a limited period. UKVI aims to respond to paid enquiries within five working days.
Online contact forms require personal identifiers, such as a GWF number, passport number or Home Office reference, to verify identity. Supporting documents should not be submitted through these forms, and complaints should not be raised using the enquiry service. Sending multiple enquiries about the same issue can delay responses, as enquiries are handled in the order received.
DavidsonMorris Strategic Insight
The paid enquiry system is widely misunderstood, largely through hope and desperation. More importantly, relying on paid enquiries tends to delay proper escalation through legal or parliamentary routes.
Really, it’s only useful for clarifying process points. Avoid the temptation of relying on it as a last-ditch escalation. Paying for an enquiry won’t prioritise a case or move things on any quicker. It just routes general questions through managed channels that operate with response targets. They can’t override service standards.
Section E: Other Ways to Get Help
UKVI offers a number of alternative support channels for people who cannot or prefer not to use the telephone contact centre. These options are intended to support access, verification and technical resolution rather than decision-making or legal assessment.
Digital services, including the UKVI account and share code tools, are designed to reduce the need for direct contact by allowing individuals and organisations to view and confirm immigration status online.
1. Is there an alternative to calling UKVI?
For many issues, calling UKVI is not the most effective option. Where the issue relates to accessing an eVisa, sharing immigration status or recovering a UKVI account, digital tools and webchat services are often more appropriate and faster than phone contact.
UKVI’s digital services are designed to handle common access and verification issues without the need to speak to an adviser. These services operate independently of application decision-making and do not influence processing times or outcomes.
2. Webchat and the UKVI Resolution Centre
Applicants who hold an eVisa or have a UKVI account can use the eVisa webchat service to ask questions about accessing or sharing their digital immigration status. The service includes a digital assistant that provides answers to common questions and directs users to relevant guidance and support videos. During opening hours, it may be possible to request assistance from a UKVI adviser through the webchat interface.
The webchat service cannot provide updates on visa applications, influence decisions or amend immigration records. Advisers cannot correct errors on an eVisa directly, but they can direct users to the appropriate error-reporting or escalation process where an issue has been identified.
Where an issue cannot be resolved through webchat, users are typically directed to the UKVI Resolution Centre.
The Resolution Centre supports individuals who are unable to access their UKVI account, need to recover sign-in details or require assistance verifying digital immigration status where standard online checks cannot be completed. Contact is generally made through the main UKVI contact number on **0300 790 6268** by selecting the relevant option, or via webchat. Availability usually mirrors the main contact centre but can vary.
3. Help for Employers & Sponsors
For employers and sponsor licence holders, UKVI contact channels should be treated as administrative support only. Calling UKVI does not pause sponsor reporting deadlines, protect against compliance action or prevent enforcement where sponsor duties are missed. Contacting the helpline does not provide confirmation that a compliance position is correct and does not create a defence if UKVI later takes enforcement action.
Sponsors should continue to meet all reporting, record-keeping and right to work obligations regardless of any contact with UKVI. Where there is uncertainty about compliance, eligibility or risk exposure, relying on contact centre guidance carries risk and does not replace professional advice or internal compliance checks.
4. Visa application centres & service points
Applicants outside the UK usually attend Visa Application Centres managed by UKVI’s commercial partners TLScontact and VFS Global to provide biometrics and submit documents. These providers manage administrative aspects of the application process but do not make immigration decisions and cannot influence outcomes.
After submitting an online application, applicants book an appointment at a visa application centre to provide fingerprints and a digital photograph. Appointments must be attended in person. Centres and appointment availability can be located through the relevant provider’s website.
Within the UK, biometric enrolment and document uploads are arranged through UKVCAS service points. There is no separate UKVCAS phone number. Queries about appointments or access issues are handled through the main Home Office contact number on 0300 790 6268.
5. Support for legal representatives and sponsors
Sponsors and legal representatives acting on their behalf can contact the UKVI Business Helpdesk for assistance with sponsorship-related queries. The Home Office lists the sponsorship, employer and education helpline on 0300 123 4699, which is generally available Monday to Friday during standard business hours. An email contact address is also provided for business support enquiries.
The Business Helpdesk provides support on technical and procedural matters, including use of the Sponsor Management System and interpretation of published guidance. Routine sponsor duties, such as assigning Certificates of Sponsorship and reporting changes, should be completed through the Sponsor Management System. The helpline does not override licensing decisions or provide case-specific intervention.
DavidsonMorris Strategic Insight
The harsh truth is UKVI expects sponsors to know the rules and not to rely on its helplines. Calling UKVI doesn’t halt your sponsor duties, it certainly doesn’t protect you against audits and it can’t be used to validate your compliance actions and decisions. Any call-centre guidance is non-binding and there is absolutely no concept of “we checked with UKVI” as a defence.
As such, sponsors should approach any UKVI contact with caution. Compliance risk should always be at the forefront of your mind, and that means making sure that any and all contact with the Home Office is strategically considered, and preferably pre-checked with a professional adviser first.
Section F: Making a Complaint to UKVI
The UKVI complaints process exists to address poor service or unprofessional conduct. It is not a mechanism for obtaining case updates, challenging the substance of a decision or requesting that an application be prioritised.
Complaints should be submitted within three months of the incident or issue complained of. UKVI aims to respond within 20 working days, although more involved complaints, including those raising allegations of serious misconduct, can take longer and may take up to 12 weeks to conclude.
Complaints must be made using the official online complaints form on GOV.UK. Complainants should include all relevant reference numbers and set out clearly the service issue being raised. Submitting repeated complaints about the same matter does not speed up a response and can delay handling.
Where a complainant remains dissatisfied after receiving a response, they may ask their Member of Parliament to raise the matter with UKVI. An MP can request information or prompt a review of how a case has been handled, but cannot direct UKVI to grant an application or overturn a lawful decision.
If the matter remains unresolved, an MP may refer the complaint to the Parliamentary and Health Service Ombudsman. The Ombudsman considers complaints of maladministration and poor service but does not act as an appeal body.
Judicial review is a separate legal remedy and is generally used only where there has been an unlawful delay or decision. It involves sending a pre-action protocol letter and, if the issue is not resolved, issuing court proceedings. Judicial review is time-sensitive and often costly and usually requires specialist legal advice.
DavidsonMorris Strategic Insight
Complaints should be driven strategically and not out of desperation or frustration. UKVI’s complaints function is only for service failures, and legal points are out of scope.
If you do feel stuck and unsure, book a telephone consultation with us and we can advise on the options open to you in your circumstances.
Section G: Summary
UKVI offers several ways for individuals and organisations to get in touch, depending on the nature of the enquiry. General queries can be made by phone from both inside and outside the UK, although staff cannot provide updates on pending applications within standard processing times. There are also dedicated helplines for sponsors, asylum seekers and EU Settlement Scheme applicants.
Online support includes a paid email enquiry form for users outside the UK and a free email option for technical issues with UKVI accounts or applications submitted from within the UK. Webchat is available for users with eVisas who need help accessing or sharing their digital status. The Resolution Centre assists with account recovery and identity verification for digital immigration status holders.
Visa applicants may also interact with TLScontact or VFS Global for biometric appointments, while UKVCAS handles document uploads and biometrics inside the UK. Sponsors and legal representatives can use the SMS and Business Helpdesk for technical and policy-related support.
Complaints about poor service can be made using the official Home Office complaints process. These must be submitted within three months and may be escalated through an MP or, in some cases, through judicial review.
Applicants and sponsors should prepare relevant reference numbers before contacting UKVI and are encouraged to use GOV.UK tools and guidance as a first step before reaching out directly.
Section H: Need Assistance?
UKVI contact services are designed to assist with technical problems, general information and basic queries. However, they do not provide tailored immigration advice or recommendations on which visa to apply for. Caseworkers and call centre staff cannot offer legal guidance, explain refusal reasons or help you build your application.
If your circumstances are complex, you have a previous refusal, or you are unsure which route to use, it may be appropriate to seek professional immigration advice. Regulated advisers and solicitors can help interpret the immigration rules, assess your eligibility, prepare your application, and act on your behalf in dealings with UKVI. They can also advise on administrative reviews or judicial challenges where a decision is incorrect or unlawful.
While simple applications may not require legal support, those involving family reunions, long residence, sponsor compliance, or previous visa history issues often benefit from professional guidance. UKVI staff cannot intervene in legal matters or correct strategic errors once an application has been submitted.
If you have any queries about your UK Home Office application, book a fixed-fee telephone consultation with our immigration advisers to get answers to your questions.
Section I: UKVI Contact Number FAQs
How long does UKVI take to respond to online forms?
UKVI aims to respond to paid email enquiries within five working days. Response times for free technical support emails are not guaranteed and can vary depending on demand and the nature of the issue.
Can I call UKVI to get an update on my visa?
You can contact the UKVI contact centre by phone, but staff cannot provide decision dates or progress updates for applications that remain within standard processing times. Calling repeatedly does not result in faster processing.
How do I change my contact details with UKVI?
If you have an eVisa, you should sign in to your UKVI account to update personal details such as your address, phone number or email. If you do not yet have an eVisa, changes should be reported using the change of circumstances form on GOV.UK. Sponsors update organisational or representative details through the Sponsor Management System.
What if I cannot get through on the phone?
UKVI phone lines can be busy and waiting times may be long. If you are unable to get through, you can try calling at different times or use an alternative contact method, such as submitting a paid email enquiry or using webchat for eVisa-related issues. Where there has been a significant delay beyond the published service standard, you may also consider contacting your Member of Parliament.
Section J: Glossary
| Term | Definition |
|---|---|
| UKVI | UK Visas and Immigration, a directorate of the Home Office responsible for visa, settlement, citizenship and asylum decisions |
| Home Office | The UK government department responsible for immigration, security and law and order |
| BRP | Biometric Residence Permit, a physical card previously used to evidence immigration status |
| eVisa | A digital immigration status record that replaces physical documents such as BRPs |
| GWF number | Global Web Form reference number assigned to a UK visa application |
| VAC | Visa Application Centre where applicants outside the UK provide biometrics |
| UKVCAS | UK Visa and Citizenship Application Services, which handles in-country biometric appointments |
| SMS | Sponsor Management System used by licensed sponsors to manage sponsorship duties |
| Resolution Centre | A UKVI service that assists with access to UKVI accounts and verification of digital status |
| Share code | A time-limited code used to allow third parties to view an individual’s immigration status |
| MP | Member of Parliament who can raise immigration service issues with UKVI on behalf of a constituent |
Section K: Additional Resources and Links
| Resource | Description | Link |
|---|---|---|
| UKVI contact page | Official contact information for UK Visas and Immigration | gov.uk/contact-ukvi |
| Check if you need a UK visa | Tool to determine whether a visa is required and which route applies | gov.uk/check-uk-visa |
| View and prove your immigration status | Service for accessing and sharing eVisa status | gov.uk/view-prove-immigration-status |
| Paid UKVI enquiry | Online paid email enquiry service for users outside the UK | ukvi.mysecurepay.co.uk |
| UKVI complaints procedure | How to complain about poor service from UKVI | gov.uk/…/complaints-procedure |
| Find a visa application centre | Search tool for locating VACs worldwide | gov.uk/find-a-visa-application-centre |
| Change of circumstances form | Form for reporting changes before eVisa registration | gov.uk/change-circumstances-visa-brp |
