Customer Experience

VFS Global aims to provide an efficient service to our customers. If you have a complaint, we would like to know about it as soon as possible. If you wish to complain about the service you received from VFS Global at a visa application centre, you may submit your complaint in person at a visa application centre. Every visa application centre maintains a complaints register for the benefit of applicants. Please ask to speak to the supervisor of the centre to make a complaint.

Alternatively, you can file your complaint to:

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); and any evidence of your application.

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.