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 Iceland, please visit the UK visas website

General complaints

If you are not satisfied and want to make an official complaint, please write to the HM Consul at the address:

HM Consul
British Embassy
PO Box 460
121 Reykjavik

We will investigate your complaint fully.

  • the Ambassador will see all complaints
  • he will ask for the investigation to be carried out by a member of staff who is not directly connected to your case or to your complaint
  • we will do our best to give you a fully reply within 20 working days
  • if we cannot give you a full reply within this time, we will tell you when we expect to do so
  • we will record and examine complaints, and use the information to help make sure we offer the best possible help and support