Complaints
Something went wrong? Tell us.
A service that promises honesty must be easy to hold to account. Complaints are taken seriously, handled by a senior adviser and answered clearly; complaining will never disadvantage your application.
How it works
Tell us
Use the contact form with the topic “Complaint”, write to us by email, or message us on WhatsApp. Say what happened and what outcome you expect.
We acknowledge and investigate
Your complaint is confirmed as received and assigned to a senior adviser, never to the person you are complaining about. We may come back to you for details.
You get a clear answer
We reply with what we found and what we will do about it. If you are not satisfied, you can ask for the decision to be reviewed at a higher level.
What to include
The more precise your complaint, the faster we can act on it:
- Your full name and the email or phone number linked to your account
- What happened, with dates as precisely as you can
- Who you dealt with, if relevant
- Copies or screenshots of anything that supports your complaint
- The outcome you expect: a correction, an explanation, a refund request
Our commitments to you
- Every complaint is acknowledged and investigated.
- It is handled by someone independent of the issue.
- You receive a written outcome you can respond to.
- Complaining never disadvantages your application or your file.
Make a complaint now
Choose the channel you prefer; they all reach the same process.
On the contact form, choose the topic “Complaint” so your message reaches a senior adviser directly.