The UK Border Agency and the British Embassy Minsk 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 Visa Enquiries 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 Visa Einquiries.

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

Appeals

You must lodge your appeal at the Asylum and Immigration Tribunal. You can do this by either:

• sending the forms direct to them or
•  sending it to UK Border Agency at the British Embassy in Minsk for them to send to the UK.

You must only send your appeal to one place. If you plan to send your appeal to the UK Border Agency at the British Embassy in Minsk, please check that your sponsor has not already lodged the appeal for you. If they have, you must not send the appeal again.

When the Asylum and Immigration Tribunal receive your appeal form they will write to you to let you know the date and time of the hearing.

The contact details for Asylum and Immigration Tribunal are:

Tribunals Group Customer Service Centre
PO Box 7866
Loughborough
United Kingdom
LE11 2XZ
Fax: +44(0)1509 221 699