We have noted the opinion piece of Kwami Agbodza in a feature article posted on 8 February. The allegations of systematic race prejudice and discrimination in the Visa Section of the British High Commission, Accra are not true.

All visitors to the High Commission are asked to go through basic security checks. These are – regrettably – necessary in today’s world, and are there to help ensure the safety of everyone on our premises, including the visitors themselves.

We treat all applications to travel to the UK on their merits, and take decisions on the basis of an objective assessment of whether the individual meets the criteria set out in the Immigration Rules. Race is never a factor. Where appropriate, an applicant who has been refused can appeal against a decision and have it independently reviewed.

We are committed to treating all our customers with respect, courtesy and dignity and have high standards of service delivery. Our most recent customer survey (December 2007) showed that 93% of our customers rated their overall experience of applying for a visa as good or very good. We have a clear, publicly advertised, complaints procedure, and reply to all complaints within 20 working days.

We constantly aim to improve our customer service, and we welcome constructive suggestions on how best to do so.