Frequently Asked Questions
2. Contact with AIT
It is important to remember that the staff at AIT cannot advise you about making an appeal or on what grounds you should appeal.
- Can I phone the AIT?
- I want to phone from overseas. What number should I use?
- Can I email the AIT?
- Can I email my documents to the AIT?
- I sent you an email. How long will it take to reply?
- Do you have targets for responding to enquiries?
- I want to write to the AIT what address should I use?
- I wrote to you about an appeal. It was urgent. How long will it take to reply?
- I faxed you about an appeal. How can I be sure you got it?
- What is the best method of sending documents to AIT?
- My hearing is only one week away. What is the best method of sending documents to the AIT?
Can I phone the AIT?
Yes. Calls are taken by the Tribunals Customer Service Centre from 8:30 a.m. to 5:30 p.m. from Monday to Friday. The telephone number of the Customer Service Centre is 0845 600 0877.
You can also reach the Customer Service Centre by Minicom text phone on 0845 606 0766.
I want to phone from overseas. What number should I use?
+44 (0)845 600 0877
Can I email the AIT?
Yes. You can email us at AIT Customer Services. Our target is to answer 95% of all emails in 10 business days (business days means Monday – Friday, UK holidays do not count as business days). When contacting us by email it would be helpful if you could provide details of your AIT appeal number and hearing date if you have one. If you do not have an AIT appeal number it would be useful for us to know your Home Office (HO) reference number or the reference number given to you by the Embassy or British High Commission, where the original decision was made.
Can I email my documents to the AIT?
No. At the moment we cannot accept attachments to emails. You cannot e-mail documents as separate attachments so please put any information or requests in the main e-mail message.
I sent you an email. How long will it take to reply?
We aim to reply to all emails within 10 business days (business days means Monday – Friday, UK holidays do not count as business days) all e-mails are acknowledged as they arrive. If you have received that acknowledgement there is no need to e-mail again on the same subject. We will get back to you as soon as we can. If you need to contact us urgently it is better to phone or send a fax. The Tribunal Customer Service Centre telephone number is 0845 6000 877/0044845 6000 877. Our fax numbers are: 0116 249 4130 or 0116 249 4252. If you are faxing from overseas the numbers are: 0044 116 249 4130 or 0044 116 249 4252.
Do you have targets for responding to enquiries?
Yes. Our target for responding to correspondence and emails is that we reply to 95% of enquiries within 10 days. For telephone enquiries our target is that our customer service centre answers 90% of enquiries in one phone call without having to pass the caller on.
I want to write to the AIT what address should I use?
We have two Support Centres. In most cases you would write to one of them but it depends what you are writing about. Details of the correct address for individual issues are given in the questions on other pages in this guide. If you need further advice you can contact the Tribunal Customer Service Centre, telephone number 0845 6000 877
I wrote to you about an appeal. It was urgent. How long will it take to reply?
We aim to reply to 95% of letters within 10 business days (business days means Monday – Friday, UK holidays do not count as business days). If your correspondence is urgent, for example, because it related to an appeal about to be heard, we make sure that any papers are faxed to the hearing centre so that they can be considered by an Immigration Judge. If you need to contact us urgently it is better to send a fax we do our best to make sure that any papers are faxed to the hearing centre so that they can be considered by an Immigration Judge. Our fax numbers are: 0116 249 4130 or 0116 249 4252. If you are faxing from overseas the numbers are: 0044 116 249 4130 or 0044 116 249 4252.
I faxed you about an appeal. How can I be sure you got it?
All correspondence we receive is recorded on our database. It is always possible for you to phone and check to make sure we have received a letter or a fax. Our telephone number is 0845 6000 877. If your fax was urgent, for example, because it related to an appeal about to be heard, we do our best to make sure that any papers are faxed to the hearing centre so that they can be considered by an Immigration Judge.
What is the best method of sending documents to AIT?
Our forms will advise you of how to send documents. You can send other correspondence by mail or fax. If you are not sure which office to post documents to please ring our Customer Services Centre for advice on 0845 6000 877/0044845 6000 877. Please remember that you only need to send any correspondence to us once. If you have faxed something to us there is no need to send another copy through the post.
My hearing is only one week away. What is the best method of sending documents to the AIT?
If you need to send documents to us within one week of a hearing it is best for you to send them direct to the Hearing Centre which is scheduled to hear your appeal. Details of the hearing centres.
