- Customer Service
On this page you will find the information listed in the links below. You can use the links to take you the information or you can scroll down the page.
VFS - feedback & complaints
VFS aim to provide a professional and efficient service to all its customers and welcomes feedback that will help improve the services they provide. VFS will investigate all complaints fully and will provide you with a full reply within 20 working days. You can complain in any of the following ways:-
In person: Please speak to the visa manager at the visa application centre
By email: feedback.ukcn@vfshelpline.com
You will need to provide the following information with your complaint:-
- Your name
- Your address
- Your telephone number
- Application reference number (if appropriate)
- Type of application (if appropriate)
- Where your application was submitted
- A clear description of your complaint and as much detail of times, dates, places and other background as possible
UK Border Agency - feedback & complaints
You may also provide feedback or make a complaint directly to the UK Border Agency about the service you have received from VFS or the UK Border Agency. You can provide feedback or make your complaint in any of the 3 ways.
In writing: Please send it to:-
If you submitted your visa application in Beijing, Wuhan, Shenyang, Jinan, Chongqing or Chengdu;
Visa officer
British Embassy,
Beijing
Kerry Centre
21st Floor, 1 Guanghualu
Beijing 100020, PRC
By fax: (010) 8529 6080 (headed visa officer)
Email: beijingvisacomplaints@fco.gov.uk (headed visa officer)
If you submitted your visa application in Shanghai, Nanjing or Hangzhou;
Visa officer
UK Border Agency
British Consulate General
Suite 751 Shanghai Centre
1376 Nanjing Xi Lu
Shanghai 200040, PRC
By fax: (021) 6279 8254 (headed visa officer)
Email: visa.shanghai@fco.gov.uk (headed visa officer)
If you submitted your visa application in Guanzhou, Fuzhou or Shenzhen;
Visa officer
UK Border Agency
British Consulate General
2/F Guangdong International Hotel
339 Huanshi Dong Lu
510098 Guanghzou, PRC
By fax: (020) 8332 7509 (headed visa officer)
Email: Guangzhou.visas@fco.gov.uk (headed visa officer)
You will need to provide the following information with your complaint:-
- Your name
- Your address
- Your telephone number
- Application reference number (if appropriate)
- Type of application (if appropriate)
- Where your application was submitted
- A clear description of your complaint and as much detail of times, dates, places and other background as possible
The UK Border Agency aim to respond to all complaints within 20 working days.
UK Border Agency online customer survey
We are continually trying to make improvements to the service we provide to our customers. We are asking for you to help by completing our customer survey on the UK Border Agency website. The survey, which should take less than 5 minutes to complete, asks for your views on how satisfied you have been with the level of service you have received when you made a visa application.
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