Service standards - complaints and compliments

You can lodge your appeal directly with the Asylum and Immigration Tribunal (AIT) in the UK or you can submit your appeal form to the British Embassy visa section where your visa was refused. The visa section will then forward it to the AIT in the UK. You cannot do both . You must send a copy of your Notice of Refusal with your Notice of Appeal form.
For more detailed information read our guidance on Appeals (INF 19).

Complaints
UKvisas aims to offer a fair and professional service to all our customers.  We welcome feedback because it helps us to see where we need to improve.

If you have any comments, or are concerned about the standard of service you received, please let us know. We investigate all complaints fully and will send you a reply within 20 working days

The Visa Section aims to provide an efficient and courteous service to all visa applicants. If you wish to complain about the service provided by the Visa Section at this Embassy, please address your complaint to:

The Head of the Visa Section
British High Commission
Upper Hill Road
PO Box 48543 - 00100
Nairobi, Kenya

You can hand over the complaints at the British Embassy in Kigali which will be forwarded to the Entry Clearance Manager or you can send us an email at the following address:

visaenquiries.nairobi@fco.gov.uk