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: feedback.consular.services@fco.gov.uk

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.

Passports

If your complaint is about British passports contact HM Passport Office.

Visas

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

Or if you have a query, question or feedback on visas from (post name) please visit the UK visas website

General complaints

If you wish to comment, complain or make a suggestion about our services, please write to:

Head of Corporate Services
British Embassy
Ismail Qemali 6
Arberi/Dragodan
Pristina