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 procedure.
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 or feedback on UK visa services provided in Kenya, please visit the UK visas website.