Existing clients
Information for existing clients
If we are already acting for you, this page explains how to send documents, what we need to know quickly and how updates work.
Sending documents
- Send documents only through the secure method we have given you, not by social media or messaging apps.
- Use clear, complete scans or photographs showing all four corners of the page.
- Name each file with the document type, for example 'passport-bio-page'.
- Send certified translations for any document not in English or Welsh.
Tell us immediately if
- You change address, telephone number or email address.
- You receive any letter or email from the Home Office or UKVI, including a decision.
- Your UKVI account or eVisa shows details that look wrong.
- Your circumstances change, for example a job, relationship or study change.
- You are given a deadline by any official body.
How updates work
We update you at each meaningful stage of the matter and confirm important advice in writing. Processing times are set by the Home Office and we cannot speed them up, but we will tell you what is expected and chase where it is appropriate to do so.
Need to reach your case handler?
Send us a message with your case reference, or call us during working hours.
The enquiry form is on this site and reaches us directly. Please do not send identity documents until we ask for them.