Are you happy with our service?

VFS aim to provide an efficient service to our customers. If you have a complaint, we would like to know about it as soon as possible. We shall acknowledge your complaint promptly and ensure a comprehensive and timely redress of your complaint to the best of our ability.

If you wish to complain about the service you received from VFS at a visa application centre or our call centre, you may submit your complaint directly in person at a visa application centre. Every visa application centre maintains a complaints register for the benefit of applicants. The supervisor of the visa application centre shall provide access to the register on demand.

Alternatively, you can e-mail your complaint to: feedback.ukid@vfshelpline.com

In all cases please provide:
your name;
address;
telephone number; and
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, please also provide:
your date of birth
the type of application
any application reference number(s)

We will take your complaint seriously, and will try to provide a full reply within 2 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.

In the unlikely event that you are not satisfied with our response, you can escalate your complaint to the British Embassy. See the UK Border Agency in Indonesia website for more information.

If you want to complain about the outcome of your visa application, or about the service you have received from the UK Border Agency, the UK Border Agency in Indonesia websiteexplains how you can make a complaint

Appreciation

We welcome your reviews on the support we provide. They will help us to identify what we do well and what we could do better. If you have any comments on the support you have received, please feel free to write in the compliments register at a visa application centre.

VFS would, of course, be keen to hear from you if you have received outstanding service from a particular member of our team and would be delighted to receive your recommendations.