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This bit of BBC research will come as no surprise to anyone who has attempted to use a UKBA helpline.
The waiting time for a phone call to the UK Border Agency is almost seven minutes and then 70% of calls are abandoned or go unanswered.
It is all but impossible to get through and then all but impossible to get any sense out of the person at the other end if you do. The booking line for making further representations in Liverpool is said to be far and away the worst. I’ve heard horror stories of literally hundreds of attempts to get through, meticulously documented in the vain hope of persuading UKBA to make improvements.