Complaints procedure

The British Embassy and Consulates in Portugal aim to offer a professional and courteous service to all customers.

If you are not happy with standard of service you have received, if you feel that you have been treated unfairly or inappropriately, please let us know.

You can submit a written complaint to us. Please provide your name, address, telephone number and a clear description of your complaint. Please provide as much detail as possible of names, dates and places. We take complaints seriously and aim to reply within 20 working days.

General complaints

Please write to:

Deputy Head of Mission
British Embassy
Rua de São Bernardo, 33
1249-082 Lisboa

Fax: +351 21 392 4021 Email: ppa.lisbon@fco.gov.uk

Visa complaints

If you wish to complain about the service you received from the UK Border Agency at this British Embassy, Lisbon, please address your complaint to:

The Entry Clearance Manager - Visa Section
British Consulate-General
Torre Espacio
Paseo de la Castellana, 259D
28046 Madrid

Fax: +34 91 714 6401

If you wish to complain about the service you received from WorldBridge, you may submit it direct to their website, in person, or to the Entry Clearance Manager at the British Consulate-General, Madrid in writing.

Feedback and suggestions on consular assistance

We welcome your views on the support we provide as these will help us to identify what we do well and what we could do better. If you have any feedback or suggestions on the consular service provided please email: feedback.consular.services@fco.gov.uk.

Complaints about consular assistance

We hope that the service that you have received from our Consulates was satisfactory however if you were not satisfied with the assistance provided please email: feedback.consular.services@fco.gov.uk. We aim to respond to specific complaints relating to consular services within 20 working days.

More information about providing feedback on consular services can be found here.

Passport complaints and feedback

To provide feedback on the passport services please click here.

Commercial complaints

Complaints about the service provided by UK Trade & Investment Section of the Embassy in Lisbon should be directed to:

Director for Trade & Investment
British Embassy
Rua de São Bernardo, 33
1249-082 Lisbon

Fax: +351 21 392 4186 Email: Uktradeinvest.lisbon@fco.gov.uk

Website

If you have problems using our website or if you have any comments about its content, you can email us: ppa.lisbon@fco.gov.uk