How to make a complaint

This section explains how to make a complaint using our Complaints Registration Form. It tells you what information you need to include on the form, and where you need to send your completed form.

On this page you will find out:

The definition of a complaint under the UK Border Agency complaints handling policy
What information you should send
Where you should send your complaint
What happens next

Definition of a complaint

The UK Border Agency defines a complaint as “any expression of dissatisfaction about the services provided by or for the UK Border Agency and/or about the professional conduct of UK Border Agency staff, including contractors.”

The following will not be treated as complaints:

• Letters relating to the decision to refuse a UK visa. Visa applicants are expected to raise this using the existing appeal channels.
• Letters chasing progress on an application unless it is outside our published processing times.

What information should you send?

You should make your complaint using our Complaints Registration Form.

It is important that you give as much information about yourself as possible.  The Complaints Registration Form tells you the type of information we need.  This will help us to find the information relevant to your case and to contact you about it.  If possible you should also include:

• full details about the complaint (including times, dates and locations);
• the names of any UK Border Agency / Visa Application Centre staff you have dealt with;
• details of any witnesses to the incident (if appropriate);
• copies of letters or papers that are relevant; and
• any travel details that relate to your complaint.

Please be aware we only accept complaints in English or Welsh.

Where should you send your complaint?

If you are outside the UK, your complaint should in the first instance be lodged with the visa application centre processing your application.

If you are a UK based sponsor of a visa applicant  your complaint can either be sent to the visa application centre or alternatively to:

International Group Visa Customers Services
Visa Services Directorate
International Group UKBA
c/o Lunar House
40 Wellesley Road
Croydon
CR9 2BY

Fax: 0870 336 9240

Email: visacomplaints@homeoffice.gsi.gov.uk

What happens next?

The 'How we will deal with your complaint' page explains:

How we handle your complaint
What to do if you are not happy with the outcome of your complaint or how we have handled it
What will happen after your complaint has been dealt with