Feedback/ Complaints

VFS aims to provide efficient services to its customers. If you have a complaint, we would like to know about it as soon as possible. We shall acknowledge promptly and ensure a comprehensive and timely redress of your complaint to the best of our ability. 

Every Canada Visa Application Centre operated by VFS maintains a complaints form for filling and a feedback/ complaints box for the benefit of applicants. The Supervisor of the Visa Application Centre shall provide access to the form on demand.

You can also write to us at Canada Visa Application Centre, C/O VFS Kenya Limited Office Suites Centre, Next to Nimrod,

Alternatively you can e-mail your complaint suggestion or appreciations to feedback.caea@vfshelpline.com

In your complaint please provide

• Your name
• Contact details (Address/ Telephone number/ Email id)
• A clear description of your complaint with all details (names, dates, passport number, reference numbers, places and other background as appropriate)
  

We will attempt to provide a full reply within 2 working days. If we cannot respond within this timeframe we will communicate when we expect to do so and keep you up to date with the progress.

Suggestions/ Appreciations

We also welcome your reviews and suggestions on the support we provide. They will help us to identify what we do well and what we could do better.

VFS is keen to hear from you if you have received outstanding service from a particular member of our team and would be delighted to receive your recommendations.