Complaints in Indonesia
This page explains how you can make a complaint about your visa application or the service you have received in Indonesia.
Complaints about visa decisions
If you do not agree with the decision made on your visa application (because you have been refused a visa, for example) you can appeal or apply for an administrative review of your application. Depending on the category of your application, you may have only a limited right of appeal.
We will not accept any letters or emails about our decision to refuse your application as a complaint.
You can find more information on our If you have been refused a visa page.
Complaints about the handling of visa applications, or the conduct of UK Border Agency staff
If you are in the UK, the Complaints and comments section of the main UK Border Agency website explains how you should make your complaint.
If you are in Indonesia, you can email the UK Border Agency in Thailand (the processing hub for Indonesian applications). Their email address is: Customerfeedbackvisa.firstname.lastname@example.org
Please include as much information as you can in your complaint letter, including:
- what went wrong;
- when and where it happened;
- who you dealt with;
- details of any witnesses;
- your full name and address; and
- any relevant reference numbers or papers.
If you are a visa applicant, you should also provide:
- your date of birth;
- the type of application you made; and
- any application reference number(s).
If you are still dissatisfied with the way your complaint has been handled by the visa section you can ask for the Head of Visa Customer Services, UK Border Agency to conduct an investigation. You can find more information in the making a complaint section of this website.
Complaints about a visa application centre or the VFS Global call centre
If you want to complain about the service you have received at a visa application centre or the VFS Global call centre, or the conduct of their staff, you should contact VFS Global. You can find more information on the VFS Global in Indonesia website.
If you want to take your complaint further, you can email the UK Border Agency at: Customerfeedbackvisa.email@example.com. We aim to respond to your complaint within 20 working days.