Customer Service

Appreciation

We welcome your reviews on the support we provide. They will help us to identify what we do well and what we could do better. If you have any comments on the support you have received, please feel free to write in the compliments register.

VFS would, of course, be keen to hear from you if you have received an outstanding service from a particular member of our team and would be further delighted to receive your recommendations:
e-mail: customerrelationsru@vfshelpline.com
address: Russia Visa Application Centre 15 - 27 Gee Street, London EC1V 3RD.

Feedback

VFS aims to provide an efficient service to its applicants. If you have a feedback about the service you received from us we would like to know about it as soon as possible. Russia Application Centre operated by VFS maintains a Feedback Register for the benefit of the applicants. The supervisor of the Visa Application Centre shall provide access to the Register on demand.

For any correspondence and query kindly e-mail us on: info.ruuk@vfshelpline.com
Alternatively, you can e-mail your Feedback to: customerrelationsru@vfshelpline.com

Please use the above email for your feedback / complaints only.

If you wish to give any feedback / complain about the service you received from VFS, you may Contact us directly in person at a Visa Application Centre (s).

Complaints Procedure

VFS 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 Centre 15 - 27 Gee Street, London EC1V 3RD.

“Please be advised we can only respond to complaints received directly from the person making the visa application. We cannot respond to complaints from other persons/third parties* on behalf of the applicant”

*Exceptions may be made in cases of disability, elderly/infirm persons and similar prevailing medical conditions.”

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
  • Telephone number and
  • A clear description of your complaint with as much detail of names, dates, places and other background as possible.

If you are a VISA applicant then please provide following details as well:

  • Your Date of Birth
  • Type of Application
  • Any Application reference number(s) / Passport Number (s)

We will take your complaint seriously, and will try to provide a full reply within 2 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. Further, we would like you to note that your complaint will have no bearing on the decision arrived at for your application.

In the unlikely event that you are not satisfied with our response, you could escalate your complaint to the Consular section of the Embassy of the Russian Federation in London. The complaint must be addressed to:

5 Kensington Palace Gardens
London
W8 4QS
UK