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Complaints Policy

Global Visa & Journeys Ltd — Registered in England & Wales (No. 16959031)
GVJ is committed to providing a professional, honest, and high-quality service to every client. This policy explains how to raise a complaint and what to expect from us in response.

1. How to Raise a Complaint

Complaints can be raised through any of the following channels:

Email: office@globalvisajourneys.com (preferred — creates a written record)
WhatsApp: +44 7511 219482
In writing: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ

When raising a complaint, please include:

  • Your full name and the service you purchased
  • The date of purchase or the case reference, if known
  • A clear description of the issue
  • What outcome you are seeking

2. Our Complaints Process

1
Acknowledgement — within 2 working days
We will confirm receipt of your complaint in writing within 2 working days, along with an estimated timeframe for resolution.
2
Investigation — within 5 working days
Your complaint will be reviewed directly by the Founder & CEO of GVJ, who will examine your case file, any relevant correspondence, and the service as delivered. We may contact you for further clarification during this stage.
3
Resolution — within 10 working days of the original complaint
We will provide a written response setting out our findings and, where applicable, any resolution offered. This may include a correction of service, a partial or full refund in line with our Refund Policy, or an explanation of why we consider the service to have been delivered correctly.

If a complaint is complex and requires more time to investigate fully, we will inform you and provide a revised timeframe.

3. If You Are Not Satisfied With Our Response

If you remain dissatisfied after our final response, you are entitled to escalate your complaint. As GVJ provides Schengen and European visa services and does not provide UK immigration advice, we are not regulated by the Office of the Immigration Services Commissioner (OISC). However, we take all complaints seriously and will always aim to reach a fair resolution directly with the client wherever possible.

For any dispute relating to payment or consumer rights, clients may also contact:

  • Citizens Advice Consumer Helpline: 0808 223 1133
  • Trading Standards: via gov.uk/consumer-protection-rights

4. Our Commitment

We treat every complaint as an opportunity to improve our service. No client will be treated less favourably for raising a genuine complaint, and all complaints are handled confidentially and professionally.