Complaints procedure

The Foreign and Commonwealth Office is committed to providing a high-quality service to everyone we deal with. We welcome your views on the services that the Embassy provides, as they will help us to identify what we do well and what we could do better.

Complaints, feedback and suggestions on consular services

If you have any complaints, feedback or suggestions about the consular service provided please email:

We aim to respond to complaints relating to consular services within 20 working days.

Find out more about our complaints procedures.

Customer research

We also work with partner research agencies to conduct customer satisfaction research on our services. If you have sought consular assistance overseas and have provided your contact details to us, we may ask you to take part in our customer satisfaction research.

Find out more about our feedback programme and research.

We are not able to respond to any queries or complaints about UK visas or British passports.


If your complaint is about British passports contact HM Passport Office


If your complaint is about UK visas contact UK Visas and Immigration

Or if you have a query, question or feedback on visas from Portugal please visit the UK visas website

General complaints

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.

Please write to:

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

Fax: +351 21 392 4021 Email:

Commercial complaints

Complaints about the service provided by the Department for International Trade section of the Embassy in Lisbon should be directed to:

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

Fax: +351 21 392 4186 Email:


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