Complaints procedure

If you are not satisfied with the service we provided and want to make an official complaint, please write to:

Customer Services Policy
Consular Directorate
Foreign and Commonwealth Office
King Charles Street
United Kingdom

Phone +44 (0) 20 7008 1500

Fax +44 (0) 20 7008 0426


We will investigate your complaint fully and we will do our best to give you a full reply within 20 working days. If we cannot give you a full reply within this time, we will tell you when we expect to do so.

Our complaints process follows three stages and if you are not happy with our initial response you will receive details of how to escalate the complaint to the Consular Director and ultimately a Foreign Office Minister/ your MP or the Parliamentary Ombudsman.

We will record and examine complaints, and use the information to help make sure we offer the best possible help and support.