We take complaints seriously and aim to put things right quickly. This procedure explains how to complain and how we handle it.
How to complain
Send your complaint in writing to [email protected], marked for the attention of the Complaints Handler, or by post to Schengen Visa Ltd, Salisbury House, 29 Finsbury Circus, London EC2M 5SQ. Please include your name, contact details, your case/order reference, and a clear description of what went wrong and the outcome you are seeking.
Our stages and timescales
- Acknowledgement — within 3 working days. We confirm receipt and tell you who is handling your complaint.
- Investigation — within 14 working days. The Complaints Handler reviews your file independently of the adviser involved and sends a written response with our findings and any action or remedy. If we need longer (for example, a complex case), we will tell you why and give a revised date.
- Review — within 14 working days of your request. If you are not satisfied, you may ask a company director to review the decision. The director’s written response is our final response.
Escalating beyond us
- UK immigration advice: regulated UK immigration advice is provided by our associated firm, Kaya Legal Consultancy Ltd (registered with the Immigration Advice Authority, ref F202100331). Where your complaint concerns that regulated advice, you may escalate unresolved complaints to the Immigration Advice Authority at https://www.immigrationadviceauthority.gov.uk/ (opens in new tab). We will confirm in our final response whether your matter falls within the IAA’s remit.
- Data protection: you may contact the Information Commissioner’s Office (ICO) at https://ico.org.uk/concerns/ (opens in new tab).
Our complaints handler can be contacted at [email protected].