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- Customer Services and Feedback
If you would like to enquire about the visa application process
or if you have any other general queries, please email
info@vfs-uk-ug.com
For appeals please see the information on this [website].
- UK Border Agency - feedback/complaints
UK Border Agency aims to offer a fair and professional service
to all customers. We welcome your feedback
If you have feedback or wish to complain about the standard of
service you have received from the UK Border Agency at the British
High Commission in Kenya or British Embassy in Ethiopia, please
address your comments in writing to -
For visit applications
Visa Manager
UK Border Agency
British High Commission
PO Box 48543
Nairobi - 00100
Kenya
Email: visaenquiries.nairobi@fco.gov.uk
For Other applications
Entry Clearance Manager
UK Border Agency
British Embassy
PO Box 858
Addis Ababa
Ethiopia
E-mail: adabavisainfo@fco.gov.uk
Please provide the following details
- The visa application centre where the application was made
- The full name of the applicant
- The applicant's date of birth
- The type of application
- The date of application
- Any reference number(s)
- Clear description of the complaint/ feedback
We will investigate all complaints fully and will send you a reply
within 20 working days
- Visa Application Centre - feedback/complaints
The visa application centre aims to provide efficient visa application
services to its customers. If you have a complaint, we would like
to know about it as soon as possible. We will acknowledge your
complaint and will provide you with a timely and comprehensive
response.
Every visa application centre UK Border Agency visa application
centre maintains a complaints register and a feedback/ complaints
box for the benefit of applicants. You may also present your complaint
in person at a visa application centre.
Alternatively you can email your complaint to feedback.ukug@vfshelpline.com
In your complaint please provide -
- Your name
- Contact details (address/ telephone number/ email address)
- A clear description of your complaint with all details
(names, date of application, applicant's date of birth, type
of application, passport number, reference numbers, and other
background information as appropriate)
We will attempt to provide a full reply within 2 working days.
If we cannot respond within this timeframe we will advise you
when we expect to be able to reply and keep you up to date with
the progress.
- Suggestions/appreciations
We also welcome your comments and suggestions on the service we
provide. They will help us to identify what we do well and what
we could do better.
The visa application centres are keen to hear from you if you
have received outstanding service from a particular member of
our team and would be delighted to receive your recommendations.
You can email your suggestions/ comments to feedback.ukug@vfshelpline.com
We would like to hear your views on the visa application process.
This online survey will give us valuable information on how you
found the visa application process and areas for improvement.
Customer
satisfaction survey.
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