Consular Support for British Citizens

Debate between Dave Doogan and Amanda Milling

Thursday 9th December 2021 Commons Chamber

[Amanda Milling]

I can obviously provide that reassurance. I know that my hon. Friend has had discussions with my ministerial colleague, but I will happily have further discussions with her after this debate.

Our service will continue to provide empathetic support to meet the needs of vulnerable British people and their families. At the same time, it will help British people living and travelling abroad to take responsibility for their own safety and will strengthen the resilience of our consular network and its ability to respond to global crises. When British nationals need assistance overseas, our highly trained consular staff are available 24 hours a day, seven days a week. Our staff make an assessment of an individual’s vulnerability in order to tailor the assistance that they receive. We have more than 200 consular posts worldwide, with more than 700 consular staff across the network. We track and review the quality of our services through both qualitative and quantitative measures, and it is testimony to the hard work of our staff that the most recent overall satisfaction score remained at well over 80%.

I am grateful to Members for putting on record their recognition of the hard work of those consular staff. Inevitably, as parliamentarians, we often hear about the most difficult cases, in which constituents may be unhappy with the services that they receive, but I too want to place on record my thanks to the staff, who, in the overwhelming majority of cases, have got it right and have been able to provide the support that an individual needed.

[Dave Doogan]

The Minister has referred to the most difficult cases, but it is important for the Department to recognise a pattern of events. My constituent was told that he had to petition the Attorney General of Thailand to get the case reopened. When I asked the Department whether it could give me another example of a UK national successfully petitioning the Attorney General of Thailand, it was unable to do so. It is generic; it is not acceptable. Given that the Minister’s predecessor and the former Secretary of State refused to meet me, I wonder whether she would like to meet me and my constituent.

[Amanda Milling]

I will go on to talk more broadly about the services that we can provide and some of the limitations, but I am happy to follow that up after the debate.

We are able to support more than 20,000 new consular cases, as well as about 8,000 long-running cases. Sadly, that figure includes 4,000 deaths and between 40 and 60 homicides. About 5,000 British nationals are arrested or detained overseas each year, and providing non-judgmental support for prisoners is a large part of our role. Our contact centres receive about 500,000 inquiries each year, and more than 85% are resolved in the first call. Over the last 18 months, fewer British nationals have been travelling overseas because of covid-19. However, British nationals still need our support, and despite the variety of local lockdowns and other measures, we have continued to provide our core services throughout, adapting to reflect the limited ability to hold face-to-face meetings. In 2020 we handled more than 3,000 cases involving deaths abroad, although many of our staff around the world were working through lockdown themselves.

Members have rightly spoken of the impact that a death overseas can have. My thoughts go out to all those mentioned in today’s debate, and all those who have lost loved ones.