Making a complaint

We aim to provide an efficient and effective service to our customers. If you have a complaint we would like to know about it as soon as possible. We will do our best to respond quickly and try to ensure that you and other customers do not have cause to complain again.

For Complaints Procedures about Consular Services

If you have a complaint about any consular service you should write to:

Head of Consular Section,
British Embassy
14 Wireless Road
Lumpini, Pathumwan
Bangkok 10330

Telephone: +66 (0) 2 305 8333
Fax: +66 (0)2 255 6051
E-mail: BritishEmbassyFeedbackBangkok@fco.gov.uk

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 as possible.  We will investigate your complaint fully and will try to provide a full reply within 20 working days.  If we cannot give you a reply within this time we will tell you when we expect to do so.

Alternatively, or if you are not satisfied with the reply, you may write directly to the Foreign Office Director of Consular Services at the address below:

Consular Directorate
Foreign and Commonwealth Office
Old Admiralty Building
Spring Gardens
London SW1A 2PA

Telephone: +44 (0) 20 7008 1500
Fax: +44 (0) 20 7008 0152
E-mail: complaint.consular.services@fco.gov.uk

The Consular Directorate will investigate your complaint fully.  The director will see all complaints.  He or she 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.  This person will usually be senior to any officer whom a complaint has been made against.

The Directorate will do their best to give you a full reply within 20 working days.  If they cannot give you a full reply within this time they will tell you when they expect to do so.

The Directorate will record and examine complaints and use the information to help make sure they offer the best possible help and support.

If you are not satisfied with the response you receive you can write directly to either a Foreign Office Minister or your Member of Parliament (MP), asking them to raise your complaint with the Foreign and Commonwealth Office.

If you have made your complaint through your MP and are still not happy with the reply that has been given, you can contact the Parliamentary Ombudsman (also called the Parliamentary Commissioner for Administration).  The Ombudsman will normally only consider cases relating to 'maladministration'  (that is, poor administration or applying rules incorrectly).  There are more details about this on the Parliamentary Ombudsman's website.

For Complaints Procedures about Visa Services

The UK Border Agency aims to offer a fair and professional service to all our customers.  We welcome feedback as it helps us to see where we need to improve.

If you would like to provide feedback or make a complaint to the UK Border Agency about the service you have received from VFS or the UK Border Agency itself, you may write to:

Visa Manager
The British Embassy
14 Wireless Road
Lumphini, Pathumwan
Bangkok, 10330.

E-mail: customerfeedbackvisa.bangkok@fco.gov.uk

In all cases please provide your name, address and telephone number, a clear description of your feedback or complaint and as much detail of names, dates, places and other background as possible.

The UK Border Agency aims to provide a full 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 and keep you up to date with progress.