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Visa Enquiries - getting information

Visa General Enquiries

This was published under the 2010 to 2015 Conservative and Liberal Democrat coalition government

Information for Visas

If your query relates to the Immigration Rules and guidance on whether you need a visa, please refer to the Gov.UK website

To make an application online, you must register an account online with Visa4UK

To track an application, please log in to the Teleperformance website and follow the online tracker

Select your location and Register an account. Under ‘account’ select ‘track my passport’. In Sudan and Mauritius wait to be contacted - in Madagascar you will get a Fedex tracking no. Please note that visit and other non-settlement applications take 15 working days to process (unless you have paid the Priority Visa fee at the time of application – in such cases we aim to process the application within 3 to 5 working days). Settlement applications take longer, and we aim to process the application within 60 working days (approximately 12 weeks). If you contact our enquiry centre to request the progress of an application that is still within the service standards given above, our agents have been trained to simply give you a response that your application is still being processed. Therefore, please consider the advice given above before contacting our enquiry centre.

To locate your nearest Visa Application Centre, please use the following link: Application Centres

To change an appointment date, please log in to your Visa4UK account: Visa4UK website Then, click on ‘View Appointment’ and select the ‘Update Appointment’ option.

For technical problems with the Visa4UK website, please first use the suggestions on the Frequently Asked Questions page: Visa4UK website

If you are still experiencing problems, please use the helpdesk options through the following link: Visa4UK website Please note that the e-mail service aims to respond within 24 hours and is free of charge. There is also an option to use the call centre, which is a chargeable service, payable using a debit or credit card. More information can be found on the link above.

For all other enquiries, please follow the guidelines at the following link, which gives details of our enquiry centre contacts: UKVI website


If you have made an application online and require a refund of your application fee, you must apply by logging into your account on Visa4UK and following the guidelines. You can log in to Visa4UK at the following link: Visa4UK website

We do not accept direct requests for refunds. The refund must be administered through Visa4UK. The rules regarding refund policy (including refunds of additional services paid to Teleperformance) can be found on the Visa4UK Frequently Asked Questions page: Visa4UK website

Refunds can take up to 28 days to process. Once processed, you will receive an e-mail confirming that the funds have been released to your account. Depending on your bank or credit provider, this may take up to 10 working days to credit your account.

Appealing a Decision

Depending on the type of application you made, a refusal will attract either a Limited Right of Appeal or a Full Right of Appeal. More information about how to appeal an entry clearance decision can be found at the following link: Gov.UK website

If you made a Points Based System application and this was refused, please refer to the guidelines given on your refusal notice regarding Admin Reviews.

Formal Complaints

If you wish to make a formal complaint, please find the procedure at the following link: Gov.UK website

Following-up on an application is not a complaint, and could see you receiving a longer wait time for a response than if you had used the General Queries procedure listed above. Complaints are responded to within 20 working days, with anything that requires further investigation possibly taking up to 12 weeks for a response. Therefore, please first consider if you are simply wanting more information. If so, please follow the General Enquiry procedure in the section above.

Additional Documents/Information

If we have requested additional documentation or information from you by e-mail, please forward your response to the following e-mail address: Please note, this e-mail address does not respond to General Queries. If you have a General Query, please follow the procedures above.

Please note that the Pretoria Visa Enquiries mailbox is no longer in operation. E-mails sent to this inbox are not monitored and will not be forwarded elsewhere for consideration. If you have sent an email to this address and are awaiting a reply, please use the guidance above to follow-up on your query.

Published 15 December 2014