Your rights as a user
Make a complaint
A disappointing reception, a file left without follow-up, a website or online account that got in your way? Tell us, freely. Your complaint is protected, examined by a dedicated unit and receives a reasoned answer within 30 days.
- A right, whatever the authority concerned
- No measure against you for making a complaint
- A reasoned answer within 30 days
30 days
to give you a reasoned answer
Your guarantees
Making a complaint should never be frightening. This is what the consulate guarantees you, whatever your nationality, status or opinion.
A right, not a favour
Addressing a complaint to your administration is a right everyone has. You are free to do so, whoever the person or authority concerned, including the consul.
No proceedings, no reprisals
The consulate will take no measure against you because of your complaint or what you write in it. A complaint made in good faith can never be held against you.
A confidential complaint
It is examined by the complaints unit, never by the person it concerns, and is not passed on to any third party. Your data is protected in accordance with the GDPR.
No effect on your applications
Your ongoing files are handled exactly as before: a complaint neither slows them down nor jeopardises them.
An administration at the service of all
The consulate is first and foremost there to serve. It is apolitical: it takes no side, neither for an opinion, nor for a camp, nor for a community.
Every complaint is examined impartially on the basis of the information you provide. You receive a reasoned answer, explaining what was checked and, where appropriate, what was corrected.
The complaints unit
Complaints are never handled by the person they concern. They are entrusted to a dedicated unit, made up of designated members of the consulate, which examines each case separately.
A complaint about the consul, a staff member or our online tools follows the same path: same review, same time frame, same requirement to answer.
What you can report
The service provided by a person as well as the digital tools we offer you: anything that caused you a problem helps us improve.
Reception and service
- I was poorly received or served during my visit
- A staff member spoke to me rudely or behaved inappropriately
- My file was not followed up or remains unanswered
- The announced time frame was not met
- I received wrong or contradictory information
Online services
- I cannot create my account or log in
- The website or my online account is hard to use or does not work
- The online payment failed or caused a problem
- I was not informed of the progress of my application
Other
- A suggestion to improve the service
- Another reason
How your complaint is handled
- 1
Acknowledgement
You receive a reference and the latest date by which you will get an answer.
- 2
Review by the unit
The unit checks the facts, hears the people concerned if needed and may ask you for a clarification.
- 3
Reasoned answer
Within 30 days, you receive a substantiated answer, with any measures taken.
Do you have something to tell us?
A few minutes are enough. Your complaint is protected and receives a reasoned answer within 30 days.
Just a question?For a question about an application, the contact form is better suited.Contact