Guidance

Privacy information notice for UKVI customer satisfaction and customer experience surveys

Updated 31 October 2024

Your information, supplied for the purposes of these surveys, will be held and processed by UK Visas and Immigration (UKVI), the Home Office, 2 Marsham Street, London, SW1P 4DF. This research is being conducted by UKVI, and UKVI is the controller of this information.

Details of the Home Office’s Data Protection Officer can be found in our Personal Information Charter.

This privacy information notice applies to the UKVI Customer Satisfaction survey, Customer Experience survey and contact surveys.

How does UKVI use the data that you provide?

We value your views and feedback about your experience of making an application with UKVI. The results of these surveys will help us to improve the service that you and others will receive.

The surveys ask questions regarding your experience of the service that you received from UKVI. Your feedback will be analysed alongside other business data to review our services and drive improvements. The data you provide will be anonymised, therefore we will not analyse or report data that will make you identifiable. The data that you provide will not be shared with any third parties outside of the Home Office.

The surveys contain some open-ended questions. When providing free text answers, please do not disclose any information that may identify you (e.g. names, email addresses, reference numbers etc.). Your free text comments may be shared within the Home Office.

Please note that the answers you provide in the surveys will not affect any current or future visa application with UKVI.

Where you have provided anonymous data, we will not be able to identify your responses. Therefore, you will not be able to:

• request access to your data
• withdraw your consent
• object to, or restrict, the processing of data
• rectify the data held

Legal basis for processing data from the surveys

The processing of data from the surveys is based upon consent from the participant. Participation in this research is voluntary, and you are free to decide not to take part if you do not want to.

Are there any risks to participating?

There are no risks to participating.

Are there any costs associated with participating?

There are no costs associated with participating.

Will you have to provide contact details?

You do not need to provide contact details to complete the surveys.

You will only be asked to provide your contact details if you opt in to participating in further Home Office research. It is up to you whether you choose to opt in to taking part in further research.

Please note that if you choose to provide contact details, your survey response will no longer be anonymous. However, your contact details will not be disclosed, and therefore your responses will be reported anonymously, and you will not be identifiable.

Opting in to further Home Office research

If you choose to opt in to further Home Office research you will be asked to provide your name, email address and telephone number so that you can be contacted about further Home Office research.

The Home Office will retain your contact details for a maximum of 12 months and may, in that time, contact you regarding further research activities aimed at improving the service that we deliver.

Questions or concerns about personal data

If you have any questions or concerns about the collection, use or disclosure of your data, please email the Home Office at [email protected]. You can also write to us at:

Information Rights Team
Home Office
Lower Ground Floor, Seacole Building
2 Marsham Street
London
SW1P 4DF

You have the right to complain to the Information Commissioner’s Office about the way the Home Office is handling your data. Details on how you do this can be found in our Personal Information Charter.

Contact us

If you have any questions about this research, the UKVI Customer Insight Team can be contacted by email at [email protected]