If something has gone wrong, tell us. A complaint that reaches us is one we can fix; a complaint left in a review is one we cannot.
How to raise it
Write to us at [email protected], or reply to any message about your file, with the word complaint in your message so it is routed properly.
What to include
Your file number, beginning with VP, and the traveller concerned.
What happened, with dates where you have them.
What you would like us to do about it.
Specifics help more than anything else. A screenshot, the date of a message, or the name of a document tells us more than a general description.
What happens next
A person reads it, looks at the whole history of your file, and replies with what we found. If we got something wrong, we say so. If we did not, we explain what happened and why, rather than sending you a template.
If your trip is close
Say so in the first line, with your departure date. A complaint from someone travelling in two days is handled differently from one about a file that is already finished.
Things a complaint cannot change
A decision by the US authorities. It is not ours, and it cannot be appealed through us.
A refusal of entry at the border.
An application that has already been filed, which cannot be edited by anyone.
We can still explain what happened and look at whether anything on our side contributed to it.
If you are not satisfied with our answer
Tell us, and say why. We would rather have a second exchange than have you open a chargeback: our terms ask you to come to us first, we contest unjustified disputes with the full record of the file, and a dispute can suspend access to the service.