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Complaints & appeals

If something has gone wrong

Last updated: 18 June 2026

We want to put things right. If you are unhappy with any part of our service, this page explains exactly how to raise it and what happens next.

How to complain

  1. Email [email protected] with the subject line “Complaint”.
  2. Include your application reference (the GOV-… code from your confirmation), the destination, and a short description of what went wrong.
  3. Tell us what outcome you are looking for.

What happens next

  • We acknowledge every complaint within two working days.
  • A team member reviews your case, the records on your application, and our actions.
  • We aim to give you a full written response within ten working days. If it needs longer, we tell you why and when to expect it.
  • If you are still not satisfied, ask for your case to be escalated for a senior review.

One important point about decisions

The decision to approve, refuse or delay an application rests entirely with the destination authority — not with gov.online. We cannot overturn an authority’s decision, but we will always explain it, check that our part was done correctly, and help you understand your options.

Our service standards are set out in the Service charter, and the full legal terms in our Terms.