We aim to provide a high quality service. We are keen to get your feedback which we will use to continually assess and improve the way we provide our services. Below are ways that you can give us your feedback:
Customer feedback questionnaires: If you have feedback on the information on this website or our passport services please complete this questionnaire.
If you have more comments or suggestions on how to improve our services please email feedback.consular.services@fco.gov.uk.
If you feel that you have not received the high level of service from the Passport Information Helpline please email UKPassportService@careline-services.co.uk. Please clearly state your country of residence when using this address.
Should you feel that you have not received the high level of service that we are committed to providing there are three stages to our complaints procedure.
Stage 1: You should send your complaint addressed to the Regional Passport Processing Centre Manager to the processing centre that dealt with your application. If you don't have the address look under How to Apply section of this website and click on the country from which you applied. This will give you the address to which you should send your complaint.
Stage 2: If you are unhappy with the response that you receive then the next stage should be to write to the Consular Director, Foreign and Commonwealth Office, King Charles Street, London, SW1A 2AH Email complaint.consular.services@fco.gov.uk.
Stage 3: If you do not feel that your concerns have been answered then the final course of action is to contact your local Member of Parliament to raise the problem with the Foreign Office or the Parliamentary Ombudsman. You can find out more about this on the Parliamentary Ombudsman's website at www.ombudsman.org.uk.
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