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Case resolution directorate


In all cases we would prefer to receive correspondence only if further or supporting evidence is to be provided. Enquiries about the progress of a case may slow down the consideration process.

You can contact the case resolution directorate in the following ways:

  • If you have received a notification letter and you want to provide further information or enquire about your case, you should write using the details indicated in the notification letter.
  • If you have an enquiry or you want to provide further information about a case but you have not yet received a notification letter, you should contact the immigration enquiry bureau below.

  • Immigration enquiry bureau

    The immigration enquiry bureau (IEB) can provide information about the requirements of the Immigration Rules regarding leave to remain or settlement in the UK. Advice is not given on when cases might be decided.

    If your question is about an application made overseas please visit the visa services website.

    There is a high demand for our service, and it is often easier to get through later in the day.

    The answer to most enquiries can be found on this website, so please read the relevant section for your application type before phoning. Some of the most popular sections are:  

    You should book a public enquiry office appointment using the online appointment booking service if you wish to apply in person, for a same day service at a premium fee.  If not, you should make your application by post, or leave the UK and apply for entry clearance.

    To submit an application in person at one of our public enquiry offices, go to the appointment booking system. Appointments are made available throughout the day. If suitable appointments are not available you should make your application by post, or leave the UK and apply for entry clearance.

    If you are phoning to ask about an existing application to extend your stay or to settle in the UK, we can only provide an update if:

    • you applied more than 14 weeks ago under a category that does not require biometric information; or
    • you applied under a category that does require biometric information, and you provided your biometric information more than 14 weeks ago.

    If you have sent documents to us by recorded or special delivery and would like to know that we have received them,visit the Royal Mail website.

    If you have sent an application to us and want to know how long it will take, you can view our service standards in our customer charter.  Immigration decisions can be complex and in many cases we need to carry out detailed investigations before making a decision, which may take some time.

    If you need your passport or other documents urgently, please phone us on 0870 606 7766.  If we return your passport for travel before we have decided your application, the application will be considered as withdrawn.

    The email address below is for applicants who are already in the UK and require general information about the requirements of the Immigration Rules or the points-based system. For data protection reasons, we cannot answer questions about individual cases via email.

    Phone:  0870 606 7766

    Textphone:  0800 389 8289

    Email:  UKBApublicenquiries@ukba.gsi.gov.uk

    Address:  UK Border Agency, Lunar House, 40 Wellesley Road, Croydon, Surrey CR9 2BY

    Opening Hours:  Monday to Thursday 09:00 to 16:45. Friday 09:00 to 16:30 (excluding public holidays).

  • Asylum support customer contact centre

    Due to circumstances beyond our control, the Nationality contact centre will be closed on Wednesday 24 March. We will re-open on Thursday 25 March when a full service will be resumed. We apologise for any inconvenience caused.

    The asylum support customer contact centre can answer general enquiries from supported asylum seekers in relation to their weekly cash support, accommodation or emergency cash payment requests. Advisors can also provide information in relation to discontinuation of support enquiries and to failed asylum seekers who are supported under section 4.

    Phone:  0845 602 1739

    Opening Hours:  Monday to Friday (excluding public holidays) 09:00 to 17:00.