Department for Business and Trade

Complaints procedure

We welcome your views on the support we provide. They will help us to identify what we do well and what we could do better.

Feedback and suggestions

Please complete our customer satisfaction survey (consular services only).

If you wish to send feedback on other services provided by our team in Italy or on the content of this website please write to [email protected].

Complaints

If you are not satisfied with the service we provided and want to make an official complaint, please write to: Customer Services Policy Consular Directorate Foreign and Commonwealth Office King Charles Street London SW1A 2AH United Kingdom

Phone: +44 (0) 20 7008 1500 Fax: +44 (0) 20 7008 0426 E-mail: [email protected]

We will investigate your complaint fully and we will do our best to give you 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.

Our complaints process follows three stages and if you are not happy with our initial response you will receive details of how to escalate the complaint to the Consular Director and ultimately a Foreign Office Minister/ your MP or the Parliamentary Ombudsman.

We will record and examine complaints, and use the information to help make sure we offer the best possible help and support.