Complaints procedure

The Foreign, Commonwealth and Development 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 send details of your complaint using our online feedback form, or in writing to:

Customer Interaction Team
Consular Directorate
Room WH4.36
Foreign, Commonwealth & Development Office
King Charles Street

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 Bulgaria, please visit the UK visas website

General complaints

If you wish to make a formal complaint about any of the services that you have received from the Embassy, please, send a letter addressed to:

The Deputy Head of Mission
British Embassy
9, Moskovska Street
Sofia 1000

or e-mail us at