Immigration enquiry bureau

The immigration enquiry bureau (IEB) can provide information about applications for permission to remain or settle in the United Kingdom. We also handle enquiries about applications to work or study under the points-based system. 

If you are an employer or education provider sponsoring someone under tiers 2, 4 or 5 of the points-based system, you should call our Sponsorship and employers' helpline on 0300 123 4699. 

There is a high demand for our service, and it is often easier to get through later in the day. Many common questions are answered on this website, so please read the relevant section for your application type before calling. You can find information on popular categories by following the links below:

• Marriage
• Working in the United Kingdom
• Studying in the United Kingdom
• Transfer of conditions
• Settlement
• Knowledge of language and life in the United Kingdom

There are no public enquiry office appointments available in July 2009 for applications which do not require biometric details to be taken.  You should either submit your application in the United Kingdom by post or leave the United Kingdom and apply for entry clearance.

There are some public enquiry appointments available in July 2009 for applications which require your biometric details to be taken.

Calling us

All telephone calls are recorded for quality purposes. Callers can speak to a telephone officer to clarify the requirements of the Immigration Rules or to request a progress update.

For data protection reasons, we cannot answer questions on the status of individual cases via email.

 If you are calling to ask about an existing application, we can only provide an update or confirm that we have received your documents if:

• you have applied for further or indefinite leave to remain under a category that does not require biometrics more than 14 weeks ago; or
• you have applied under a category that requires biometrics and biometric information was provided more than 14 weeks ago.

(If you have sent documents to us by recorded or special delivery, you can confirm that they have been delivered by visiting the Royal Mail website.)

We are unable to advise you when your case might be decided. If you are applying for permission to remain in the United Kingdom, you can find information on the UK Border Agency's published service levels in the UK Border Agency's customer charter.

Please note that a number of cases will fall outside those service standards.  We are unable to discuss the reasons why individual cases might fall outside those service standards.

If your case is being considered and you want to give us additional relevant information that may help us to decide your case, please write to us at the address below, enclosing the additional information and your immigration reference number.

We advise you not to make any travel plans (such as holidays) until you have received your passport or travel document. If you ask us to return your passport or travel document for travel before we have decided your application, your application will be considered to be withdrawn. If you really need your passport or other documents urgently, please phone us in the first instance on 0870 606 7766.

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 0900 to 1645. Friday 0900 to 1630.

Nationality contact centre

Please note that from 8 June our opening hours have changed. The nationality contact centre will, until further notice, open at 0900 and close at 1700, Monday to Friday excluding bank holidays.

The nationality contact centre can provide information on British citizenship and right of abode only.

The centre is currently experiencing high call volumes which may lead to a delay in your call being answered.

Before calling us, you should read the British citizenship section. This section aims to answer all frequently asked questions on British nationality law and contains full details of:

• what British citizenship is;
• the different types of British nationality;
• the requirements you need to meet to become a British citizen;
• how to make an application;
• the cost of making an application;
• the nationality checking service;
• where completed application forms should be sent;
• the current waiting times for nationality applications; and
• citizenship ceremonies.

Phone:  0845 010 5200

Email:  ukbanationalityenquiries@ukba.gsi.gov.uk

Opening Hours:  Monday to Friday 0900 to 1700.

EEA residency enquiries

Please note that from 8 June our opening hours have changed. The Contact Centre will, until further notice, open at 0900 and close at 1700, Monday to Friday excluding bank holidays.

You can contact the European Enquiries Contact Centre if you are a national of the European Economic Area (EEA) or Switzerland and you have a query regarding:

• registration certificates for yourself or a family member;
• a residence card;
• a family member residence stamp; or
• confirmation of permanent residence in the United Kingdom.

If you are Bulgarian or Romanian, you will need to contact the work permit contact centre listed below.

Please read our section on Applying under European law before you contact us.

Please note if you would like to request the return of your documents, you must do so by telephone. We cannot accept requests by email and it is not possible to collect your documents in person from any office in Liverpool.

Phone:  0845 010 5200

Email:  UKBAeuropeanenquiries@ukba.gsi.gov.uk

Opening Hours:  Monday to Friday 0900 to 1700.

Sponsorship and employers' helpline

This UK Border Agency telephone helpline service can provide information for sponsors and employers about:

• sponsorship under the new points-based system;
• a service to employers/sponsors who want to verify the entitlement to work for people who are currently awaiting the outcome of an application made to the Home Office; and
• the prevention of illegal working, in particular advice about carrying out the document checks necessary to attain a defence against conviction.

Calling us

All telephone calls are recorded for quality purposes.  The contact centre is currently experiencing high call volumes as there is a high demand for our service.  Many common questions are answered on this website; you should read the section on For employers and sponsors (this page provides key guidance and information on employing migrant workers, including those under the new points-based system).

For general enquiries, SMS issues, User IDs and passwords, confirmation of receipt of payments and ongoing application queries, email: sponsorshipPBSenquiries@ukba.gsi.gov.uk. 

Please note that the above email address is for general sponsorship enquiries only, and we aim to respond within two working days.

For queries regarding visits to your organisation, email: sponsor.visits@ukba.gsi.gov.uk

For education providers only - information about overseas students

The UK Border Agency is keen to receive information about all cases of overseas students (except those from countries in the European Union) who have accepted a place at your institution but have never attended, or who have dropped out of a course of study for no apparent reason. However, you do not need to tell if you know that the person concerned has transferred to a course at another United Kingdom institution.

You can email us at icc7@ukba.gsi.gov.uk. The form Information about overseas students - required information (21K opens in new window) tells you the information we need you to include in your email.

This mailbox is for the use of education providers only. Any email received which is not from an education provider or is about any other subject will be deleted without a response.

Anyone wishing to enquire about an individual case that has been outstanding for more than 14 weeks, or with a general question about students and immigration, should contact the immigration enquiry bureau on the telephone number given below.

Phone:  0300 123 4699

Opening Hours:  Monday to Friday 0900 - 1700

Work permits customer contact centre

The customer contact centre can answer enquiries about residual work permits, the Highly Skilled Migrant Programme applications, as well as general enquiries about the Worker Registration Scheme A2.

If you need to contact a specific business team you should see the work permits business teams contact information.

Please be aware that the customer contact centre is currently experiencing very high call demand and therefore you may experience difficulties in contacting us. Please may we apologise for this and for any inconvenience this may cause you.

We have an e-mail service for general enquiries regarding the Workers Registration Scheme as well as from Bulgarian and Romanian nationals who have a work related enquiry to the e-mail address below.

Full information on all of our schemes and programmes is available on this website.

Please note the enquiry line will not open until 1000 on Wednesday 24 June due to staff training. We apologise for any inconvenience caused.

Phone:  0114 207 4074

Fax:  0114 207 5861

Email:  Accessionenquiries@ukba.gsi.gov.uk

Address:  Customer Contact Centre, UK Border Agency, PO Box 3468, Sheffield, S3 8WA

Opening Hours:  Monday to Friday 0900 to 1700

Asylum support customer contact centre

Please note that from the 8 June our opening hours have changed. The Contact Centre will, until further notice, open at 0900 and close at 1700, Monday to Friday excluding bank holidays.

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) 0900 to 1700.