FORMAL COMPLAINT – URGENT REQUEST FOR THE RETURN AND ACCOUNTABILITY OF MY PASSPORT

I am writing to formally lodge a serious complaint regarding the continued retention of my passport by VFS Global Rivonia.

I submitted my passport to VFS Global Rivonia on 30 April 2026 in connection with my Malta visa application. It has now been approximately four months, and I have still not received my passport or any meaningful update regarding its status.

This situation is completely unacceptable.

I have repeatedly contacted and visited the VFS Global office seeking clarity. Each time, I am told that there has been no communication from the Malta Embassy. I have also attempted to escalate the matter to line managers, but despite numerous follow-ups over several months, I have not received a satisfactory response or a clear explanation as to why my passport continues to be held.

I have been repeatedly asked to provide proof and supporting information, which I have done. However, even after providing the requested documentation, I continue to receive little or no feedback.

My passport is an essential personal document, not an ordinary administrative file. Keeping a person’s passport for such an extended period without providing clear communication, a definite status update, or a clear explanation is extremely concerning.

I am now required to travel, but I am unable to do so because my passport remains with VFS Global. This has placed me in a difficult and potentially serious situation. Given the current circumstances, I need my passport returned to me urgently.

I therefore require VFS Global to provide me with the following:

1. The current confirmed location and status of my passport. 2. A clear explanation for why my passport has been retained for approximately four months. 3. Confirmation of whether my passport is still physically in the possession of VFS Global, the Malta Embassy, or another authorised party. 4. An immediate escalation of my case to senior management. 5. The immediate return of my passport if there is no legal or procedural reason preventing its release. 6. If my passport cannot be located or has been lost, I require VFS Global to formally acknowledge this in writing and explain what action will be taken to resolve the matter. 7. A clear explanation of what measures are being taken to prevent further delays and to protect my personal document.

I also request that this complaint be formally recorded and that I receive a written response from a responsible senior manager, rather than another generic response instructing me to provide documents that I have already submitted.

I have been patient for four months, but I can no longer accept indefinite waiting and repeated requests for information without any meaningful progress.

I urgently need my passport back.

If VFS Global is unable to return my passport immediately, I expect a clear written explanation stating the reason, where the passport currently is, who is responsible for it, and exactly what steps are being taken to resolve the matter.

Please treat this as an urgent formal complaint and escalation. I expect a substantive response and a clear resolution without further unnecessary delays.

I reserve the right to escalate this matter further to the relevant authorities and appropriate channels if I continue to receive no meaningful response or if my passport cannot be accounted for.