Italian General Consulate In London
Reviews and Complaints

I have been today with my cousin at Italian consul, it was the most frustration and horrible experience ever. Very racist and homophobic. The reception even checked my documents and email after I said to be Brazilian. I have Italian passport as well the tried to push me and screamed at mine. The guy took the mask out and tried push me everybody thought that he wanna hit me. My young cousin get was very afraid about he situation and very humiliate. This is 2020 and people has not respect yet. Also we asked for his documents that he sent 7 months ago and he said that Brazilians has no place there. Disgusting.

It is beyond me how in 2020 a consulate is unable to provide a basic service to Italian citizens.
Covid should not be used as an excuse for internal disorganization!
My passport expires on October 6th 2020. I have been trying to get it renewed since June! However, not only the office in London has been shut all summer it is also impossible to get through to them on the phone. The phone line doesn't even have a queuing system, but merely a message saying the line is busy call again later.
The book online service does not show any available dates to book an appointment. The website says that at 7pm every day there are new slows released, but this is totally untrue.
I am now finding myself unable to book a flight to Italy to see my family during half term or Christmas. It's simply unacceptable.
I would like someone to put me in the right direction to get my passport renewed, as this is the only form of ID I have.

I am trying to apply for my son's Italian passport. The guidance on the Consulate's website is incomplete and since the offices are closed and phone lines unmanned due to Covid I sent my queries using the online contact form.
All I got was an automated response stating that my questions were already covered in the FAQ page. I looked at the page and none of my questions are covered there.
So I wrote again asking for an answer to my questions and all I got was the same automated email.
It is shameful and despicable that Italian citizens in London have to deal with this level of misservice and are unable to even get in touch with their consulate office.

Hello,

I've applied for Italian visa on 6th of March. All the documents were accepted in Manchester. However, My visa application was canceled on 16 of March. I received the notification from VMS center in Manchester that visa refund request is already send from Visa Application Centre to Italian Embassy on 10-03-2020 and refund will be processed during 15 days. But unfortunately it's already a month I'm waiting for any reply and status update.

That's why I want to assure that refund is ongoing. Please let me know the estimation date of the money back for the service I paid but didn't receive.

My reference number - ITMN/060320/0005/01.
My name - Marina Buzoianu.

The receipt I will send additionally in the attachment. It should be 63.48£ as 10£ Which I paid online for booking my appointment were refunded.

Waiting for tour reply.

Best regards,
Marina

I sent documents to Italian consulate almost a year ago, to register a birth. I haven't heard back since. I call every Tuesday during the 1.5 hour slot when the service is supposed to be available. Nobody answers the phone, a message asking to call back is always on. I emailed countless times, no response. I do not know what to do next. The consulate us not performing its primary function. You can see my experience is mirrored by Italian citizens who have been trying to access consulate services.

In 2018 my passport expired, so I tried to call the embassy no response impossible to go through the line than I tried to book an appointment online and nothing works, so as I have several disability I send my old I'd card expired from 2007 and my old passport expired in 2018 with medical evidence and ecc, after a month no response even though the post, so on the 19 of August I decided to go there personally with out appointment because it's impossible to book through phone or online, anyway I needed to go there for finger print ecc, so they kindly let me in as disabled they understand I needed assistance, I started to give them photo, finger print ecc, than because I was married and I have 2 children under 18 I had to go to social services upstairs To Alessandra Dragoni, to apply Decreto Consolare, After many months waiting and paid 108.50 for the passport plus sending it to my address nothing as arrived, 06/11/2019 at 2 pm they called me regarding paper I sent 5 months ago, witch I went than after a month I send directly my self to the embassy, the phone call however said to me the lady the revived the paper, but I told them I went personally in August and done finger print, photo, 108.50 paid cash and Decreto Consolare signed, but she started on me saying there is nothing on record about my fingers print, my photo and the fee of 108.50 for the passport including postage, I have several disability and cost me 50 plus pound for train plus 20 for taxi, now the lady she said she would check with Alessandra Dragoni social services of Italian Consulate of London, them she said she would call me after I spoke to the social services lady to confirm I paid and ecc, no response back about what is going on .
My complain should be better systems for disabled people in place, they never answerer the phone, online is broken and its disgusting this abuse of power, I called the British Police regarding I paid and nothing is happening they advised me for a civil matters, even with freedom of movement the Embassy as the obligation to release me passport for providing my identity it's the Law in UK and Europe, now this has effected my psychological been, I feel con and discrimination toward my disability and as I am an Italian citizens, they should look after they own, if she doesn't want to sign, she is British the kids are British and my freedom should not been effected my ability of freedom, after all I have been honest and declare my children and ecc, can you please help me with this matter ASP because I legal action will be put in place and compensation will be asked and I dispute with my own people is ridiculous to start because I am Italian one of you, so kindly and patiently I'm asking justice .
My name is
Felice Valenti
11 MUSGRAVE Way
St Neots
Cambridgeshire
PE19 1QU
Email : [protected]@googlemail.com
Phone:[protected]
Vi prego di aiutarmi, non sto puntando i diti a nessuno, però bisogna sistemare questa situazione
Il passaporto my serve anche imperitivamente per I'll Settle status poiché l' Inghilterra e in face di departura dalla EU, io non voglio cittadinanza Inglese sono Italiano rimango fedele alla mia Patria sono qui per motivi diversi non perché avevo bisogno di venire qui, quindi aiutatemi sono Italiano anche molto onesto
Cordiali Saluti

Your website booking system Prenota online is not fit for purpose. I have attempted for three years to make an appointment for citizenship. You only release 6 apps per week and every time I log in these spots turn red Immediately, the website has also crashed on many occasion as there are too many people trying to book, you need a telephone booking system and face to face option as well. It is simply ridiculous.

Still waiting for my Italian passport after months, just for a renewal, the Italian Consulate should be ashamed of such a poor service for the Italian Citizens living in the UK, they don't even bother to reply to phone calls and emails! Could you please, the staff of the Italian Consulate make an effort to deliver my passport that was paid in full.

I am absolutely disgusted with the behaviour of the staff at the Italian Consulate in London. I have sent over 5 emails over a period of 6 months and have never received a reply. I was forced to give them my daughter's original birth certificate (British) because I had not yet registered her. I was not given a choice to order a copy and get an apostille. The original birth certificate has great sentimental value for us.
The service and the way they treat people is appalling. They had me in tears many times for other reasons.

My name is Rodolfo Cristofaro Caixeta, I have renewed my Italian Passport on 22/07/2019 during the afternoon appointment, the attendant said to me that during the afternoon appointments, they would delivery my passport by post and it could take up to 30 days. It's being almost 60 days and I didn't get it or any reply from the emails that I have sent to them to report the issue.
I honestly have no other way to communicate with them as all the landlines doesn't work and I do not get any replies from the email that I have sent.
It is a very embarrassing and frustrating situation and I really hope that I can solve this issue effectively.
Kind regards

Rodolfo

I am a British citizen residing in Italy and for my current job require a declaration of value of my school qualifications ( G.C.S.E.)
Back in October 2017 I sent to the Italian Consulate the application form, all relevant documents and included a postal order for payment. As time went by I sent numerous emails and letters trying to ascertain what had happened to my application, at first the answer was they had never received it, then due to Brexit there were delays. Finally in August 2018 they acknowleged possession of this application but informed me the postal order had expired and therefore needed another payment . I immediately made a bank transfer on 23.8.2018 and of course sent a copy to the Consulate. Since this date once again despite various communication on my part I never heard further, until now August 2019 when after almost 2 years my application and documents have been returned without the declaration of value ! Plus no covering letter and/or explanation as to why .
Can someone please help or advise since I have incurred various expenses ( apostille, 2 payments ) but above all I still need this declaration of value for my current job.
Yours faithfully
Colette Trigg

Lake House
Frome Hall Lane
Bath Road
Stroud
Gloucestershire
GL5 3JH
UK

06/08/2019
email:- [protected]@hotmail.co.uk
tel no. - [protected]

FOR URGENT ATTENTION

Dear Sirs,

Re: HIGH PRIORITY- Application for Italian Passport submitted on 31/01/2019
TR. NUMBER - SF 5909 7660 3GB:
NAME:- PARASILITI-HOLT SAM GIUSEPPE

I have on numerous occasions contacted you to enquire about my passport application. I submitted my application, along with supporting documents and postal order for £101.70 on 31/01/2019. The payment has been processed, and the money taken out of my bank account.

On 14/02/19 I received am email entitled, "dati anagrafigi PARASILITI BELLOCCHI Sam Giuseppe Postali adulti in attesa pos". I had the email translated and understood that it was to request my approval to use the name Parasiliti Bellocchi, which is my father's surname and name in which he registered me at the Italian Consulate. My name on my British passport is Parasiliti-Holt. I gave my approval for this. Please see copy of email below.

This was the last communication I received in respect of my passport application. I am concerned that it has caused some confusion.

This matter is now extremely urgent, as I will be travelling abroad in the next 4 weeks and require my passport.

I am writing to request, that you send me an immediate response to my enquiry. When can I expect to receive my passport? Has my application been processed, and if not what is the reason for this?

I will be making a formal complaint to the Italian Embassy as the situation is totally unacceptable . On submitting my application I was informed that my application would take 6 weeks. It has now been nearly 8 months and I have not received any communication from you since February 2019.

Please reply directly, as the matter is extremely urgent. I have included my contact number which is [protected].

Yours sincerely

Parasiliti-Holt, S.G
Email received on 14/02/2019 from Consolato Generale d'Italia Londra - Ufficio Passaporti
passaporti.londra@esteri.it

Gentile signor Parasiliti Bellocchi

Il suo atto di nascita è stato trascritto in Italia
Con il suo cognome paterno ( come prevedeva la
Legge italiana fino al 2008),
per questo motivo il suo passaporto potrà essere
stampato solo con questo cognome.
La preghiamo di farci sapere se intende procedere
Lo stesso con l'emissione del passaporto oppure
Se vuole ritarare la richiesta.
Le ricordiamo che in base alla nuova normativa,
potrà richiedere al Comune di Lentini il ripristino
del cognome come era nel suo certificato originale UK.
In attesa di conoscere le sue intenzioni
Le porgiamo i nostri

Cordiali Saluti/ Kind Regards,

I can't accept the way how this Consolato can treat the people like this. No chair to seat for all, no air conditioning at all a caos inside the Consolato a very Caos. The Security guy at the door thinks are more impormat to Consol on him self. Very arrogant, rude with no interest whatsoever to listen and didn't wait for me to finish my all sentence. The supervisor told me to go on the country of my husband and see how they do there, and when I told him you don't have the right to told me this and this is discrimination what you are saying he been upset and ask me to give mine passport and he will show me what gonna happend now. Very very rude and dissapointing about the service, time and everything. Hope all this natemare gonna finish soon.

I renewed my passport in Liverpool and payed £156.they said it would take two months and that was from 14/3/19 and I still have not received it and I'm dew to fly on the 29/6/19 on holiday and they know this sent e mails and a letter to London an they don't even bother to reply and it's a lot of money to lose I can not under stand why the don't let me know what's going on never had this problem before got my no bother from Manchester the last time but the consulate closed down there why are they so ignorant.

Hello my name is Christian marotta I want to make a complaint due to the fact for last couple weeks I have been trying to get a passport to fly back home to visit my sick mother, I filled in form and rang for an appointment only to be told I wasn't an Italian citizen and to call AIRE I did this and they told me it would take several weeks to get a registered and to email them with as much information as possible and she would have me a passport ready by Tuesday or I could go to Italian Consulate General and get emergency travel documents but the next day I travel to London to go to consulate where I did everything they said and they told I booked flights to Italy and then told I could get a passport straight away but minutes before handing money over to pay for passport was told I was blocked from travelling I could get emergency travel documents but might not be able to get home I told them I need to see my mother who I was on here death bed they decided that they were not going to give me emergency travel documents so I lost money that I don't have and they then said I could get a passport by end of following week during week have tried to contact consulate to see if I can get passport and when it would be ready nobody from Italian Consulate General has email with when can pick up passport and I email the other day to see someone could only to get email back saying the matter has already been dealt with and to look on website if needed further help
The hours and days consulate is open mad all these people trying to ring in on a line that cost a lot of money for some people and the phones are never answered and staff are not helpful and a quiet frankly rather rude I due to all of this has made very ill my health with anxiety attack's, depression and not being able to sleep at night due being extremely stressed out about whole situation that I just don't understand or know why is happening please please help am going out of my mind with stress

I am very disappointed about this consulate for two reasons.
First, i've applied for my marriage citizenship two years ago, spend a lot of money and time to get all my documents and paid someone to translate everything.
After two years, and I am married for five years, they sent me a message saying my application has been denied, simple like that. I said i've got all the documents and they didn't answered me back. Money and documents to the bin now?
Second, we are going to travel next 8th may and i've been advised to renew my son's passport before. I sent on 16th march and today is 1st may. Where is the passport?! I know they've got an emergency travel document, but this is a disrespect for everybody. I don't want to pay more for nothing.
If it is not possible to reverse my case, please, give me my son's passport as soon as possible. Please.

Leonardo creti
Email: [protected]@hotmail.com
Phone: [protected] / [protected]

Please answer your emails
Your staff at London call centre are a disgrace
They unhelpful, rude and don't give any information and when ask to speak to a manager they gave 020 7936 5900 which is another call centre.

Medical evidence has been sent via email but no reply to any emails.

How am I meant to communicate with the Italian Consulate.

When is the passport meant to be returned
My mum needs to get to Italy her brother is dying. You had her passport for 10 weeks.

To whom it may concern,
My name is Laial Alwair and I am hereby making an Official Complaint regarding the Italian Consulate service of applying for first passports and expired documents for Italian nationals.
My daughters and I live in Rugby, and the only consulate that can issue our passport is London. We have been trying to get an appointment for 3 months now, the telephone lines are always busy.
what kind of a call centre has only one line, without a message or telling you that you are in the queue?
My passport expired and I need new passports for my girls, however I am travelling to USA to see family in September.
I have phoned one of the Honorary consul and asked if I could go and get a passport there (Bedford) was advised that I cannot even though I live in the area. This is positively disgusting of the Italian government, what kind of consulate operates like this?
you can try phoning at 8.15am and it is busy until 12.30 then you get a message that it is closed... what call centre is this? they can determine when a previous call ends? exactly 2 minutes before 12.30pm when they close... shocking service.
I will try and contact Italy and advise them of the sham that is the Italian Consulate in London.
I have been at the Consulate to file an application to renew my expired passport. Upon arrival I have been informed that I must apply using the online service or by calling the number provided for the service. I have therefore followed your instructions to go online only to discover that your service is a shamble! as there are no appointments available whatsoever. I am sure of this because I have been trying to obtain an appointment SINCE JANUARY AND IT HASN'T HAPPENED TILL NOW, APRIL, even though the reason why I want to travel is quite urgent. I have tried to use the phone service but it is constantly busy. Apart from being really disgusted to be an Italian in this particular circumstance and ashamed at the way the Italian Consulate in the United Kingdom operates and treats its people. I have also suffered emotional distress, anxiety and problem with my overall health because of this situation the Consulate has put me in.
It's a disgrace! I'm Italian and my husband applied for Italian citizenship 2 and a half years ago. So far we haven't even received the receipt number! they still haven't even looked at our papers. When approached, the only answer we got is that they are under pressure because of Brexit, and they can't handle all the requests. Only in Italy emergencies can last 3 years, and counting.
Staff at italian consulate have no idea how is hard for us Italian citizens to get in the consulate, I live far away from london and there is always a massive queue to get into the consulate. We should be able to evaluated the customer services provided by consulate and then we could expect a change
I will take this further, unless I receive a prompt answer from someone willing to solve this situation effectively. Sincerely,

Good day, I would like to make a complaint about the Italian Consulate in London.

I've called several times and waited 30-45mins in the queue. I get to 2nd in the queue and it cuts off every time.

I've also requested 2 callbacks and sent an email and haven't heard anything. How can any government body be so incredibly disorganised?

Your response is much anticipated.

Cassie Wilde

It's a disgrace! I'm Italian and my wife applied for Italian citizenship a year ago. So far we haven't even received the receipt number! In one full year they haven't even looked at our papers. When approached, the only answer we got is that they are under pressure because of Brexit, and they can't handle all the requests. Only in Italy emergencies can last one year, and counting. How difficult could it be to hire some extra staff to work through the back log? Ridiculous. If anybody knows a way to speed up things please let me know.