Complaints procedure
The Foreign, Commonwealth & Development Office is committed to providing a high-quality service to everyone we deal with.
We welcome your views on the services that the Embassy provides, as they will help us to identify what we do well and what we could do better.
Complaints, feedback and suggestions on consular services
If you have any complaints, feedback or suggestions about the consular service provided, please send details of your complaint using our online feedback form, or in writing to:
Customer Interaction Team
Consular Directorate
Room WH4.36
Foreign, Commonwealth & Development Office
King Charles Street
London
SW1A 2AH
We aim to respond to complaints relating to consular services within 20 working days.
Find out more about our complaints procedures.
Customer research
We also work with partner research agencies to conduct customer satisfaction research on our services. If you have sought consular assistance overseas and have provided your contact details to us, we may ask you to take part in our customer satisfaction research.
Find out more about our feedback programme and research.
We are not able to respond to any queries or complaints about UK visas or British passports.
Passports
If your complaint is about British passports contact HM Passport Office.
Visas
If your complaint is about UK visas contact UK Visas and Immigration.
Or if you have a query, question or feedback on visas from (post name) please visit the UK visas website.
General complaints
In the first instance, please address these to:
Deputy Head of Mission
British Embassy, Havana
Calle 34 No 702 e/ 7ma y 17 Miramar,
La Habana, 11300,
Cuba
In all cases please provide your name, address and telephone number, a clear description of your complaint and as much detail of names, dates, places and other background information as possible. We will take your complaint seriously, and try to provide a full reply within 10 working days. If we cannot do so, we will tell you when we expect to be able to respond.