Complaints procedure

We aim to offer a fair and professional service to all our customers. If you have any comments, or are concerned about the standard of the service you received, please let us know. We would like to hear from you in order to constantly improve the services we deliver and adapt to changing of circumstances, challenges and expectations. We will respond to your comments quickly and learn from what you have to say.

What you should do

In all cases, please provide: * A clear name, address and telephone number; * A clear description of your complaint; * As much detail of names, dates, places, etc. as possible.

What we will do

If your complaint is by telephone, we will always try to deal with the issue immediately. With a more complicated issue, we may ask you to put the complaint in writing. In all cases we will take your complaint seriously and try to give you a full reply within 20 working days. If we cannot give you a full reply within this time, we shall tell you when we expect to do so and keep you up-to-date with the progress.


If you wish to complain about the service you received from the UK Border Agency in Brazil or our commercial partner - WorldBridge, please address your complaint to the Entry Clearance Manager at UK Border Agency, Caixa Postal 7510, Rio de Janeiro - RJ, 20241-970, or by e-mail to We are interested to hear your opinion on the service we provided you. Please visit our website to complete our Customer Satisfaction Survey

Consular service

If you have a serious complaint about our Consular service in Brazil, please refer it to the Consular Network Co-ordinator at the British Consulate, Rio de Janeiro, preferably by email ( or by post to the Consular Team at the British Consulate General, Praia do Flamengo, 284/2 andar, Flamengo, CEP 22210-030, Rio de Janeiro, RJ. Alternatively, you may refer your complaint to the Foreign & Commonwealth Office, London:

Telephone: 020 7008 1500 – Fax: 020 7008 0152 (Consular Division)

Email: .

By letter: Complaints, Director of Consular Services, Consular Directorate, Foreign and Commonwealth Office, Old Admiralty Building, Whitehall, London, SW1A 2PA


The UK Trade & Investment is responsible for all the commercial-related work done by all staff in overseas posts and throughout the world to help British business. Any complaints about the information or support you have received should be sent using the contact page on the UK Trade & Investment website. If you wish to write, the UK Trade & Investment’s HQ address is: Kingsgate House 66-74 Victoria Street London - SW1E 6SW


If you have problems using our website, send a message to the webmaster ( Please, explain the problem and indicate the page/URL you are having problems with.