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:

What information you should send
Where you should send your complaint
What happens next

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?

Please write to:

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

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