Sent by a friend.
I'll only say this - the it's quite unfair to blame the civil servant for this. My own perception - and the perception of many end users - is that the system is set up to be bureaucratic, unfriendly, inefficient and expensive to the user. The phrase 'trial by ordeal' crops up again and again.
See :
Our bureaucracy tag :
http://britcits.blogspot.co.uk/search/label/bureaucracy
The Chief Inspector of Borders : 'Such was the inefficiency of this operation that at one point over 150 boxes of post, including correspondence from applicants, MPs and their legal representatives, lay unopened in a room in Liverpool.' :
http://icinspector.independent.gov.uk/wp-content/uploads/2012/11/UK-Border-Agencys-handling-of-legacy-asylum-and-migration-cases-22.11.2012.pdf
'Backlogs hit half a million at immigration service' :
http://www.parliament.uk/business/committees/committees-a-z/commons-select/home-affairs-committee/news/130713-ukba-rpt-published/
'Shambles: The Home Office numbers which don't add up' :
http://www.politics.co.uk/news/2014/02/05/shambles-the-home-office-numbers-which-don-t-add-up
''8,000 potential illegal visa 'overstayers' have (already) left UK' :
http://www.bbc.co.uk/news/uk-politics-23187320 & http://britcits.blogspot.co.uk/2013/04/through-post-following-missive-arrived.html
etc. etc.
For amusement - 'Immigration as a game: 'Papers, Please' makes you the border guard' :
http://www.theverge.com/2013/5/14/4329676/papers-please-a-game-about-an-immigration-inspector
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