• Customer services
  

  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 visa application centre will provide access to the register on demand.
  
  Alternatively, you fill up the customer feedback form online or mail us at feedback.ukmy@vfshelpline.com or fax to + 6 03 21648968 or mail in a note addressed to the duty manager at:
  
  UK Visa Application Centre
  Wisma MCA
  Suite No-19.06
  19 floor
  163 Jalan Ampang
  50450 Kula Lumpur
  
  You can also register your complaint with our call centre by calling + 6 03 21649323 between 08:00 - 15:00.
  
  Please provide the following details:

  •	Your name;
  •	Address and contact details;
  •	Nature of complaint; and

If you are a visa applicant

•	Your date of birth;
•	Type of application;
•	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 UK Border Agency at the British High Commission. The complaint must be addressed to

UK Border Agency

British High Commission
185 Jalan Ampang
50450 Kuala Lumpur
Fax: +60 (3) 2170 2360
Email: visa.kualalumpur@fco.gov.uk

Thank you. Your prompt feedback will enable us to serve you better.

UK Border Agency online customer survey

We are continually trying to make improvements to the service we provide to our customers. We are asking for you to help by completing our customer survey on the UK Border Agency website. The survey, which should take less than 5 minutes to complete, asks for your views on how satisfied you have been with the level of service you have received when you made a visa application.