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UK Border Agency in Malaysia

Complaints in Malaysia

This page explains how you can make a complaint about your visa application or the service you have received in Malaysia.

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.

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 Malaysia, you can email the UK Border Agency at: manilavisafeedback@fco.gov.ukfortheattentionofVisaManager

Or write to:

Visa Manager
UK Border Agency
British Embassy
120 Upper McKinley Road
McKingley Town Centre
ForBonifacio
Taguig City 1634
Metro Manila
The Philippines

We only accept complaints in writing.

Please include as much information as you can in your complaint email, 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 call centre

If you want to complain about the service you have received at a visa application centre or the VFS call centre, or the conduct of their staff, you should contact VFS Global. You can find their contact details on the VFS Global in Malaysia website.

VFS aims to respond to your complaint within 20 working days.

If you want to take your complaint further, you can email the UK Border Agency at: manilavisafeedback@fco.gov.uk

or write to:

Visa manager
UK Border Agency
British Embassy
120 Upper McKinley Road
McKinley Town centre
FortBonifacio
Taguig City 1634
Metro Manila
The Philippines