Complaints Procedure

1. How to raise a complaint

If you are unhappy with any aspect of our service, contact us at [email protected] with your name, booking reference (if applicable), and a description of your concern.

2. What happens next

1. We will acknowledge your complaint within 2 business days.
2. A member of our team not directly involved in the matter will review your complaint.
3. We aim to provide a full response within 10 business days. If more time is needed, we will tell you why and give an updated timeframe.

3. If you're not satisfied

If you remain unsatisfied after our final response, you may be entitled to escalate the matter to an applicable consumer protection body or alternative dispute resolution service in your jurisdiction.

4. Note on visa decisions

This procedure covers complaints about SafeVisa's own services. We cannot review, appeal, or influence a decision made by a government or immigration authority; disputes about a visa decision itself must be directed to that authority.