This page contains information on how to proceed in case you have a complaint about a visa application or any other of the Embassy’s services, including consular services.

 

Visa complaints 

 

 

If you have a complaint on consular services we would like to know about it as soon as possible. We will do our best to respond quickly and try to ensure that you and other customers do not have cause to complain again. In the first instance, please address any complaint to:

HM British Vice-Consul
Consular Section
British Embassy
Jauressgasse 10
A-1030 Vienna

Please mark the envelope as 'Personal' and provide your name, address and telephone number, a clear description of your complaint and as much detail of names, dates, places and other background as possible. We will try to provide a full reply within 10 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.

If you are still not satisfied with the support you receive and want to make an official complaint, please write to the FCO Director of Consular Services at the address below, or e-mail to: complaint.consular.services@fco.gov.uk

Consular Directorate
Foreign and Commonwealth Office
Old Admiralty Building
Spring Gardens
London
SW1A 2PA

 

If you have a complaint regarding the Abtran call centre services regarding passport telephone enquiries, please email Abtran directly on: UKpassportserviceaustria@abtran.com . All complaints will be responded to initially within 24 hours.

We also monitor and analyse examples where our customers are particularly happy with a consular service that has been provided by our staff. "Bouquet" e-mails can be forwarded to: feedback.consular.services@fco.gov.uk