The Passport Section of the British High Commission Nairobi is solely committed to providing a high level of service to all our customers.

But occasionally things go wrong and sometimes we make mistakes, or circumstances beyond our control affect our service delivery standards.

When this happens, we will apologise and do all within our powers and resources to put things right.

We welcome constructive comments and complaints, as they help us improve our services.

What you can expect

• Passport Service staff to be polite, helpful and professional.
• The details on your passport to be correct
• Your supporting documents to be returned safely.

If you have a complaint about how we handled your passport application, please contact us by telephone, letter, e-mail or Fax.

By Telephone:

Please Call 2844120/248/197/252/232 during office hours. Outside office hours you will be asked to give an outline of the complaint and arrangements will be made for someone to telephone you.
 
In writing:

Please send your letter, e-mail or fax to;
The 2nd Secretary,

Consular Section,
British High Commission,
Upper Hill road
Box 48543 Nairobi. 00100
Fax: (254) (20) 2844239.
Email to: Passport Section  


Please give:

• Full details of the problem
• The name and date of birth of person who the passport was for
• The date the application form was sent to us
• The passport number if you have one
• Information so that we can contact you – name, address, postcode, telephone numbers, fax number and e-mail address if you have one.

In dealing with your complaint we will acknowledge it, investigate and let you know what went wrong and what we are doing to put things right. We will write to you either with a full reply or let you know the position if our investigation is not complete.