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- Customer Service
VFS - feedback & complaints
The UK Border Agency at the British Embassy in Moscow and VFS
aim to provide a professional and efficient service to all its
customers and welcomes feedback that will help improve the services
they provide. VFS will investigate all complaints fully. VFS will
acknowledge receipt and will provide a full reply within 20 working
days.
• You can send us your feedback in the following ways
:
Email
feedback.ukru@vfshelpline.com
In Person
At the visa application centre, you can also ask to speak to the
centre supervisor before leaving the premises and we will investigate
and respond to your complaint immediately.
Or
The 'visa application centres' also
have a complaints register and feedback box. If you wish to make
a comment in the register, please ask the supervisor or manager
to provide it to you.
If you are contacting us in writing please provide the
following information:
• 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, reference
numbers, and other background information).
• If your complaint is related to employee behaviour then
please quote his / her name, counter number and token number details.
If you are a visa applicant you should also provide:
• your date of birth.
• Type of application and
• any application reference number(s).
We will attempt to provide a full reply within 20 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.
- UK Border Agency - feedback & complaints
You may also provide feedback or make a complaint direct to the
UK Border Agency about the service you have received from VFS
or the UK Border Agency. The UK Border Agency will provide you
with a full reply within 20 working days. You can submit your
complaint or feedback in the following 2 ways:-
Email:
moscowvisaenquiries@fco.gov.uk
Please send your email to the attention of the entry clearance
manager at the UK Border Agency Moscow.
In Writing:
UK Border Agency Moscow,
British Embassy
Smolenskaya Naberezhnaya
10, Moscow,
121099.
You will need to provide the following information
• Your name.
• Address.
• Telephone number.
• A clear description of your complaint and as much detail
of names, dates, places and other background as possible.
If you are a visa applicant you should also provide
• Your date of birth.
• Type of application.
• Any application reference number(s)
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