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Customer feedback

Feedback and complaints

The UK Border Agency aims to provide a professional and efficient service to all its customers and we welcome feedback that will help improve the services we provide.

Complaints

We will investigate all complaints fully and will provide you with a full reply within 20 working days. You can complain in any of the following ways:-

In writing to:

Entry Clearance Manager
British Embassy
120 Upper McKinely Road
McKinley Hill
Taguig City 1634  
Metro Manila
Philippines

By email to: manilavisafeedback@fco.gov.uk

Please include ‘HK Complaint’ in the subject of the email and mark your complaint for the attention of the Entry Clearance Manager in the body of the email.

You will need to provide the following information with your complaint:-

• Your name
• Your address
• Your telephone number
• Application reference number (if appropriate)
• Type of application (if appropriate)
• Where your application was lodged
• A clear description of your complaint and as much detail of times, dates, places and other background as possible

Appeals and Administrative Reviews

You can find information on procedures for Appeals and Administrative Reviews on this website.

UK Border Agency online customer survey

We are now running a new online customer survey during March 2011 as we are also interested to know what aspects of our service are important to our visa customers. The feedback from the survey will help in the future delivery of our services. The survey is completely anonymous and should only take about 5 minutes to complete. Please take this opportunity to provide your contribution. Thank you for taking part.