Processing documents

We aim to deal with your documents quickly and politely. The waiting time at the public counter varies depending on the demand. As a general guide the waiting time can be around two hours. If you bring ten or more documents, we will legalise all the documents within a deadline we agree with you. If you send your documents to us by post, and everything is in order, we will normally process and return them to you (by first class post) within ten working days. If you send 50 or more documents we will legalise the documents within a deadline we agree with you. If you ask for information we will give you that information as quickly as possible by phone or fax. Alternatively we will write to you within ten working days.

Dealing with problems

If we cannot process your document we will give you a full explanation. Whenever possible we aim to provide clear and accurate information on the action you might need to take. If you call at the Legalisation Office we will give you help and information at the counter. If you write to us, we aim to contact you as soon as possible by phone or fax. Or we will write to you within ten working days.

Customer care

• Our staff are trained to be helpful.
• When you phone us, our staff will always give their name, if requested.
• If we write to you, the person writing the letter will always give you his or her name.
• We can provide special access and help for customers with disabilities. Please ask a member of staff if you need help.

Value for money

We always try to make sure that our customers receive the best value for money.

Notes

If we attach a legalisation certificate to a document, it only confirms that the signature, seal or stamp on the document is genuine. It does not mean that the contents of the document are correct or that the Foreign & Commonwealth Office approves of the contents. Documents from overseas do not need to be legalised for them to be accepted in the UK. However, in certain cases, UK courts may need to confirm the signatures on documents presented to them.

Comments, suggestions and complaints

We welcome the views of our customers on the quality of the service we provide. We ask for views through regular opinion surveys and by other means. If you have any comments or suggestions about the service you have received, or if you wish to make a complaint, please contact the Office Manager by phone 020 7008 1111; by fax 020 7008 1010 or by writing to:

The Legalisation Office
Foreign & Commonwealth Office
Old Admiralty Building
The Mall
London SW1A 2LG