Abtran British Foreign Office Services are committed to providing our customers with the best possible service. We make every effort to ensure customers are happy with the advice and level of service they receive from Abtran.

However if in the unlikely event that a customer has an unsatisfactory experience with Abtran and wishes to register a complaint they may do so.

Methods for Customer to make complaints to Abtran:
 • Email

Email:
To make a complaint to Abtran via email please send the complaint to the relevant customer service email address. The email addresses are: 

Germany  BCGermanyCustomerService@Abtran.com
Italy  BEItalyCustomerServices@Abtran.com
Ireland  BCIrelandCustomerService@Abtran.com
Spain  BCSpainCustomerService@Abtran.com
USA  UKPassportServiceUSA@abtran.com
Canada  BHCCanadaCustomerServices@Abtran.com
Denmark  BEDenmarkCustomerService@abtran.com

Mandatory Information Customer must provide in email when making complaint: 
 • Name:
 • Date and time of call:
 • Length of call (approx):
 • Phone number used when calling:
 • Contact Phone number:
 • Reason of complaint:

All calls to Abtran are recorded. Abtran requests these details from the Customer so that Abtran can find and replay the call which had caused the Customer to complain. This helps us understand the Customer’s position and helps speed up the resolution of the complaint.

Acknowledging and Investigating Complaints:
Abtran will acknowledge receipt of email complaints by the end of the next working day.

Abtran will make initial investigations into complaints and contact Customers within 48 hours with their initial conclusions.

If the matter cannot be concluded at this stage they will give the Customer an outline of the approach that will be used to investigate it further and will outline the anticipated timeframe for resolution.

If the customer wishes to escalate the complaint they will have the potential options explained to them.