CUSTOMER SERVICE STANDARDS

We are committed to providing a quality visa service that meets the needs of our customers in Azerbaijan. Our service ranges from the provision of visa information, through the application process and its outcome.

We understand that our customers want to know how long their visa applications will take to be processed. The new standards and visa processing times take account of the business changes we have introduced in the last few years. These include the introduction of biometric enrolment for all visa applicants. The information is now presented to the customers in a more transparent and meaningful way.

Our agreed standards are:

·         To complete 90% of straightforward*, non-settlement applications in not more than a week**, 98% in not more than 2 weeks, and 100% in not more 12 weeks.

·         To complete 90% of non-straightforward***, non-settlement applications in not more than 3 weeks, 98% in not more than 6 weeks and 100% in not more than 12 weeks.

·         To complete 95% of applications for settlement visas in not more than 12 weeks and 100% in not more 24 weeks.

*A straightforward application can be decided on the basis of the application and the supporting documents submitted without the need for further enquiries or more detailed scrutiny.

** A week is defined as 5 working days.

***A non-straightforward application requires more time to be decided, for example if more detailed enquiries or a personal interview are needed.

This represents Baku's performance (Quarter 3 2008 - between October - December ) against targets set by the United Kingdom Border Agency.

<<Visa section processing times against targets>>