Complaints Procedure

VF Services 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 response to the best of our ability.

Russia Visa Application Centre is operated by VF Services (UK) Ltd and maintains a Complaints Register for the benefit of applicants. The Supervisor of the Visa Application Centre shall provide access to the Register on demand.

Alternatively, you can e-mail us your complaint at customerrelationsru@vfshelpline.com, or mail in a note to us at Russia Visa Application Center 15 - 27 Gee Street, London EC1V 3RD.

You can also register your complaint with our customer relations cell by calling on 020 7253 9868 (please note this number is purely for complaints/suggestions and not visa related queries), Monday to Friday between 9 am - 1 pm & 2 pm - 5 pm, except for public holidays.

In all cases please provide your name, address and telephone number, a clear description of your complaint and as much detail of names, dates, places and other background as possible.

We will take your complaint seriously, and will try to provide a full reply within 5 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 Embassy of Russian Federation. The complaint must be addressed to Embassy of Russian Federation, London W8 4QS.