- We will do our best to respond to a written complaint within 20 working days and sooner if possible.

- We will investigate the complaint fully.  The person who investigates the complaint will not be directly connected to the case or complaint and will usually be senior to any officer against whom a complaint has been made.

- HM Consul and HM Ambassador will see all written complaints.

- We will record and examine complaints and if possible use the information to improve the service we provide.

- There is also an Official Complaints Procedure set out on page 33 of  “SUPPORT FOR BRITISH NATIONALS ABROAD: A GUIDE” available upon request or as a PDF download from the FCO website. If customers are not satisfied with the response they receive from the British Embassy in Cairo they can make an official complaint by writing to:

The Director of Consular Services
Consular Directorate
Foreign and Commonwealth Office
Old Admiralty Building
Spring Gardens
London SW1A 2PA

- If customers are still not satisfied with the response they receive they can write to their Member of Parliament (MP) or to the Parliamentary Ombudsman. Further details are available on the Ombudsman website.