Customer service

Gerry's - feedback and complaints

Gerry's aims to provide a professional and efficient service to all our applicants and welcomes feedback that will help improve the services it provides. Gerry's will investigate all complaints fully, will acknowledge receipt of your complaint and will provide a full reply within 20 working days.

You can submit your feedback or complaint in the following 2 ways:

Email:

Duty Manager - Islamabad
Email: feedback.UKISBD@ukvacpk.com

Duty Manager - Mirpur
Email: feedback.UKMIR@ukvacpk.com

Duty Manager - Lahore
Email: feedback.UKLHE@ukvacpk.com

Duty Manager - Karachi
Email: feedback.UKKHI@ukvacpk.com

or

In person at the visa application centre when you attend for your appointment. The visa application centre also has a complaints register. If you wish to make a comment in the register, please ask the Gerry's supervisor or manager to provide it.

Please provide the following information with your complaint:

•	Your name
•	Address
•	Telephone number
•	A clear description of your complaint and as much detail of names, dates, places and other relevant infomration.

If you are a visa applicant you should also provide

•	Your date of birth
•	Type of application
•	Any application reference number

UK Border Agency - feedback and complaints

You may also provide feedback or make a complaint directly to the UK Border Agency about the service you have received from Gerry's or the UK Border Agency. The UK Border Agency will provide you with a full reply within 20 working days. You can submit your complaint or feedback in the following 2 ways:

Email

This is the preferred and most efficient form of communication. Please email the visa section where your application was processed:

Non settlement visas: Abu Dhabi: visa.abudhabi@fco.gov.uk

Settlement: UK: UKVisaSection.PakistanSettlementEnquiries @fco.gov.uk

In writing

Non settlement
UK Border Agency
British Embassy
Khalid Bin Waleed Street
PO Box 248
Abu Dhabi
UAE

Settlement
UK Visa Section
UK Border Agency
7th floor
Apollo House
Croydon
CR9 3RR
UK

You will need to provide the following information:

•	Your name
•	Address
•	Telephone number
•	A clear description of your complaint and as much detail of names, dates, places and other relevant information.

If you are a visa applicant you should also provide

•	Your date of birth
•	Type of application
•	Any application reference number

UK Border Agency online customer survey

We are continually trying to make improvements to the service we provide to our customers. We are asking for you to help by completing our customer survey on the UK Border Agency website. The survey, which should take less than 5 minutes to complete, asks for your views on how satisfied you have been with the level of service you have received when you made a visa application.