Complaints

Write to us if you wish to comment on or complain about the level of service you have received at a visa application centre.

We aim to respond to your complaint within 20 working days, in accordance with the Government service delivery standards.  This period excludes working days such as national holidays and weekends.  To help us achieve this please provide as much information as you can, including where possible:

 the visa application centre where the application was made
 the full name of the applicant
 the applicant's date of birth
 the type of application
 the date of application
 any reference number(s)

Please write to:
Visa Customer Services
Visa Services Directorate
International Group UKBA
c/o Lunar House
40 Wellesley Road
Croydon
CR9 2BY

Further action

If you are not satisfied with the service that you have received from Visa Customer Services, you can write directly to:

Head of UK Visa Customer Services
Visa Services Directorate
International Group UKBA
c/o Lunar House
40 Wellesley Road
Croydon
CR9 2BY

You can also raise your complaint with your Member of Parliament.

If you have gone through this complaints procedure and are still not satisfied, you can ask your MP to take up your case with the Parliamentary Commissioner for Administration (the Ombudsman).

Please note - Complaints to the Ombudsman must be via a Member of Parliament and may only be made by someone resident in the UK at the time of the complaint or present in the UK at the time of the incident. If not resident or present in the UK, only citizens of the UK may complain about entry clearance activity abroad.

 Find and contact your MP