My complaint:
I attended the Birmingham office today. I submitted an email on entry which clearly stated that I am disabled. After checking my application I was informed that my current nationality was incorrect ie British subject rather than British citizen.
I was advised to use the computer to complete another form. When I went to the computer I found that it was difficult to read the letters on the keyboard and the print on the screen was small. I paid £3 to use the computer and this timed out on me and a lady then topped the machine up with another £3 as she wanted a printout. After she finished I went on to complete the application only to be timed out again. I paid another £4 to continue the application and this time I was unable to print the completed application.
I complained at the counter and they said that they will print the application for me but came back to state that the date of birth was incorrectly entered and that I would have to pay £15 for them to complete another application.
My appointment was scheduled for 9.30and around 11.30 I was informed to pay £147.57 and when I protested that the visa fee was only £110 they stated that the additional charges were for postage and processing. This is not clear anywhere so when I stated that I would collect the Visain person they stated the charge is the same.
I feel that the arrangements in place ae discriminatory and feel that despite being aware no reasonable adjustments were made at the Birmingham office which resulting in me paying more for the service in comparison to someone who does not suffer from my disability.
Firstly, the computer system in place is unsuitable for someone with a visual impairment and furthermore there is no provision in place to allow extra time for completion by a visually impaired person and would substantially disadvantage someone with a visual impairment.
The current service provision discriminates against people with a visual impairment and to charge visually impaired person to complete their application would be considered a reasonable adjustment but failure to make any such provision would be in breach of s21 of the Equality Act 2010.
I also believe that you have breached s15 of the Equality Act 2010 as the current arrangements in place are inadequate to accommodate my disability.
I hope that you can look into my grievance and provide a remedy and also make changes to your service provision for people with disabilities.
Suggested solution:
Please carry out an investigation and share your findings
