Complaints procedure

We welcome your views on the services we provide.

Feedback and suggestions

We welcome your views on the support we provide. They will help us to identify what we do well and what we could do better. Please take a few moments to email your feedback to

If you would like to tell us about a technical problem you encountered visiting our website, please send an email to:


If you are not satisfied with the service we provided and would like to make an official complaint, please contact our Customer Services Team:

by email:

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

by phone: +44 (0) 20 7008 1500
by 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.