Complaints procedure

Complaints procedure

Give us feedback on our services.

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 complete our customer satisfaction survey.

Complaints

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
London
SW1A 2AH
United Kingdom
Phone: +44 (0) 20 7008 1500
Fax: +44 (0) 20 7008 0426
Email: feedback.consular.services@fco.gov.uk

If you would like to make a complaint about our services please go to complaints procedure on GOV.UK.

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.