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‘Hello British Embassy, my jam won’t set, can you help?’ (13/08/2009)

travel advice

Can you tell me how I can make my naughty son behave? My credit card is maxed out – can you pay my bill? I’m making jam – what ratio of fruit to sugar shall I use? These are just some of the questions Brits are asking consular staff at British embassies around the world*.

Consulates within the Foreign & Commonwealth Office’s global network of 261 embassies, High Commissions and other diplomatic posts help British travellers to stay safe abroad and provide support if something goes wrong. 

However, it appears some Brits need reminding about the FCO’s role, with staff regularly being asked to help find lost sunglasses and pay bills.

Juliet Maric, British Consul, Alicante, Spain said:

'If you have a serious problem abroad – maybe you’ve been involved in an accident, have lost your passport or are a victim of crime, we can help you.  But we can’t tell you who is allowed to use your swimming pool, pay your taxi fares for you – or do anything about the exchange rate. We regularly get enquiries from people who think we’re a one-stop-shop for any problem they might encounter while abroad; this can be frustrating as we need to focus resources on the serious cases that we’re there to help with.'

Chris Bryant, Minister for Consular Affairs, said:

'Our embassies are not there to provide weather reports or give advice on unruly children. Consular Staff are there to help Britons in real difficulty abroad – from victims of crime and bereaved families to those involved in accidents or who have lost their passports. It’s important that British nationals understand what the FCO can and can’t do for them so our staff can focus resources on more serious situations where people really do need our help.'

Other enquiries to the FCO from British travellers include:

  • A lady unhappy with the size of her newly enlarged breasts following surgery asked the embassy if they could help
  • A mum asked the consulate in Florida to help her teenage son pack his suitcase and give him a lift to the airport as he was feeling under the weather
  • A man asked the High Commission in Zambia if they could phone his office to explain he wouldn’t be able to return to work as he was unable to get on a flight
  • A holidaymaker visiting Italy asked the embassy where they could purchase a particular brand of shoes 

It’s important to know how the FCO can help you when you’re abroad: The FCO can:

  • Issue you with a replacement passport if yours is lost or stolen
  • Help you transfer money
  • Offer support if you have suffered rape or serious assault; are a victim of other crime; ill or in hospital
  • Provide a list of English-speaking local lawyers, interpreters, doctors or funeral directors
  • If you are imprisoned, look after your welfare and visit you in prison if that is what you want; inform your family if you would like us to; give you information about the local legal system, including whether a legal aid scheme is available and about prosecution, remand, bail and appeal procedures; and put you in touch with a local lawyer and/or interpreter if you need one. If you get into trouble we will contact friends and family back home for you if you want
  • Help people with mental illness
  • Offer support and help in a range of cases such as child abductions, forced marriage, death of relatives overseas, missing people and kidnapping
  • Make special arrangements for Britons caught in acts of terrorism, civil unrest or natural disasters
     

The FCO can’t:

  • Get you out of prison or interfere with another country’s legal system
  • Help you enter a country if you don’t have a valid passport or visa
  • Give you legal advice or investigate crimes – although we can give you details of English-speaking lawyers
  • Get you better treatment in hospital or prison than is given to local people
  • Pay your bills or give you money
  • Make business arrangements on your behalf
  • Find you a job or help you find accommodation
  • Make travel arrangements for you
  • Get involved in your private disputes over property, employment, commercial or other matters
  • Ensure you will be safe in another country – safety and security are matters for the government concerned

Before you travel, visit our guidance on travelling and living overseas and make a note of the number of the nearest British consulate to where you are staying, so you can ask for help if you need it.

*Based on anecdotal evidence from FCO posts around the world, including Bangkok, Milan, St Petersburg.
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