Oral question asked in the House of Lords, by Baroness Hamwee (Liberal Democrat). It was answered on Tuesday, 15 December 2009.

Visas: Non-EU Visitors

Question: My Lords, the Minister refers to training. It is quite clear that problems have arisen because of the inadequacy of training and insufficient knowledge on the part of those delivering the service— and it is a service. Will he acknowledge that, as for artists and for academics coming to speak at conferences, and I suppose for politicians, the UK Border Agency is only as good as its last performance?

Answer: I would certainly agree with the noble Baroness’s latter point. Our border patrol service, in the sense that we police our borders and interrogate and talk to would-be entrants, has a high reputation worldwide. It is seen to be friendly and it is seen to be, by and large, efficient. If you are subject to delay, whether it is your fault or the fault of someone else, you will not see the agency in that way. We believe the satisfaction rate is very high, however, and we investigate and seek to put right any errors that are made en route.

Secondary information