The UK Border Agency and the British Embassy Yerevan is committed to providing the best possible service and believes that handling complaints is an important part of our service. We also welcome any comments that you may wish to make about our operation. We are committed to:

• listening to our users’ views
• learning from our mistakes
• continually improving our service.

SERVICE STANDARDS

We expect a high standard of conduct and professionalism from all our staff dealing with visa applications and we are committed to serving you with courtesy and respect. We ask you to treat our staff with the same courtesy and respect.

However, if you have any complaints about the visa service, please contact VisaEnquiries.Yerevan@fco.gov.uk and in the subject line of the email, please write 'Visa - Complaint'. We aim to reply to you within 20 working days. To help us achieve this, please provide the following information:

• full name of the applicant
• applicant's date of birth
• applicant's nationality
• type of application made
• application reference number, if known

If you have any comments or suggestions on how we can improve our service, please email VisaEnquiries.Yerevan@fco.gov.uk

We also encourage you to provide us with compliments and suggestions on our services.