Following your publication of two recent letters offering feedback on our services, I am keen to share further information about the role of the High Commission.

Our mission is to promote the UK’s interests in Malta, with a focus on: safeguarding the UK’s security; building the UK’s prosperity; and supporting British nationals. In pursuing these goals we work closely with the Maltese government, bilaterally and as EU and Commonwealth partners.

We aim to deliver high quality, modern and cost-effective support to British nationals in Malta. In so doing, we target our consular assistance to those who need it most. One example is the assistance we provided last summer to vulnerable British nationals arriving here at short notice from Libya. Another is supporting individuals or families in case of bereavement or serious accident. I am proud of the work done by my staff to help people in these distressing circumstances.

How we deliver some of our day-to-day services is changing and, where possible, services are being offered digitally. For example, the High Commission no longer plays a role in processing passport applications, which are made online and handled in the UK. There are also services we no longer offer because they are freely available elsewhere, for example certifying copies of certain types of documents which can be done by a notary.

I recognise that ‘digital by default’ can be a challenge for those for whom IT or internet access is difficult. In such cases we are able to direct people to suitable community resource centres, or if relevant the British Residents’ Association, who are kindly able to offer assistance with access. Detail of all our services, as well as opening times and contact information, is available at www.gov.uk/government/world/organisations/british-high-commission-malta or by typing British High Commission Malta into an internet search engine. I encourage our customers to see it as the key point of reference on what assistance we can (and in some cases what we can’t) provide.

We are constantly seeking to improve the support we provide, and to adapt it to changing circumstances and new challenges. In that context, feedback is invaluable and we welcome it.

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