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Complaints Procedure
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 promptly and ensure a comprehensive and timely redress of your
complaint to the best of our ability.
Every UK Visa Application Centre operated by VFS maintains a Complaints
Register for the benefit of applicants. The Supervisor of the VAC shall provide
access to the Register on demand.
Alternatively, you can e-mail us your complaint to
feedback@vfs-uk-my.com , fax to + 6 03 21648968 or mail in a note to us
at VFS (Malaysia) Sdn. Bhd, Wisma MCA, Suite No-19.06, 19th Floor, 163 Jalan
Ampang, 50450 Kula Lumpur.
You can also register your complaint with our call centre by calling + 6 03
21649323 during 0800 hrs 1500 hrs.
In all cases please provide the following details:
Your name;
Address and contact details;
Nature of complaint; and
If you are a visa applicant
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Your date of birth;
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Type of application;
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Any application reference number(s).
We will take your complaint seriously, and will try to provide a full reply
within 20 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 High Commission. The complaint must be
addressed to
British High Commission
185 Jalan Ampang
50450 Kuala Lumpur
Fax: +60 (3) 2170 2360
Email: VisaComplaints.KualaLumpur@fco.gov.uk
Thank you. Your prompt feedback will enable us to serve you better.
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