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UK in France

Last updated at 13:40 (UK time) 13 Jun 2011

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Customer feedback

We aim to provide a high quality service.  We are keen to get your feedback which we will use to continually assess and improve the way we provide our services. Please complete our Online Survey.

If you have comments or suggestions on how to improve our services please email feedback.passportservices@fco.gov.uk.

If you are contacting us to check on the status of your application please include your full name, date of birth and where you are applying from.  

Complaints procedure

If you feel that you have not received the high level of service from the Passport Information Helpline please email UKPassportService@careline-services.co.uk. Please clearly state your country of residence when using this address. 

Should you feel that you have not received the high level of service that we are committed to providing there are three stages to our complaints procedure.

Stage 1:  You should send your complaint addressed to the Regional Passport Processing Centre Manager to the processing centre that dealt with your application.  If you don't have the address look under How to Apply section of this website and click on the country from which you applied. This will give you the address to which you should send your complaint.

Stage 2:  If you are unhappy with the response that you receive then the next stage should be to write to the Head of the Overseas Passport Management Unit, Foreign and Commonwealth Office, King Charles Street, London, SW1A 2AH Email Feedback.passportservices@fco.gov.uk 

Stage 3:  If you still remain dissatisfied you may ask your British Member of Parliament (where you have one) to raise the matter with the Chief Executive of the Identity and Passport Services (IPS) or the Home Office Minister responsibilities for IPS.

Stage 4: If you still remain dissatisfied you may ask your Member of Parliament to raise the issue with the Parliamentary Commissioner for Administration (PCA) (the Ombudsman).  The Ombudsman's role is to investigate complaints by members of the public about the way government departments and their executive agencies have treated them.