VFS Global review: Serviced and communication

Dear VFS Schengen Visa Service London Team,

I am writing to formally submit a complaint and request a **formal investigation** into the service I received today during a phone call with one of your support staff members, Girija. I am currently in a highly stressful and time‑sensitive situation, urgently needing confirmation about the location of my passport. Unfortunately, the interaction left me feeling even more distressed and unsupported.

During the call, Girija repeatedly stated that she was unable to confirm any information about my passport, despite the email I received indicating that it had been dispatched. When I politely asked whether raising a request to stop the courier would allow me to collect my passport today, she could not provide any guidance. Instead, she advised me to call back after five hours, which would be close to the end of the working day and would make same‑day collection impossible.

I also asked whether she could respond earlier than four hours, as this timeframe is extremely slow for urgent cases. Again, she stated she could not confirm anything. When I requested to speak with a manager to raise a complaint, she informed me that even if she transferred me, the manager would not be able to do anything.

Throughout the call, she did not show any empathy or understanding of the distress I am experiencing. Her tone and responses made me feel dismissed and unsupported at a time when I urgently needed clarity. Given that many callers are dealing with stressful visa and passport situations, it is essential that staff demonstrate empathy, professionalism, and a willingness to help.

For these reasons, I am requesting a **formal investigation** into this incident, including a review of the call, staff conduct, and the handling of urgent customer cases. I also request to be informed of the findings and any steps taken to improve service quality and staff training.

Thank you for your attention to this matter. I look forward to your response.

Kind regards,
R Zarrug