Complaints

How do you make a complaint?

Email us. Tell us:

• your order reference, if you have one
• what went wrong
• what you would like us to do

You do not need a form, and plain words are fine.

Our address is support@preparemyvisa.com.

What happens next?

1. We confirm that we have your complaint and tell you when you will next hear from us.
2. A named person reads your order record and your messages, and looks into what happened.
3. We send you our final answer in writing: what we found and what we will do.

We record every complaint and review them all every week.

What if we missed a promise?

You do not need to complain to get a promise refund. If we miss a promise through our fault, we refund our fee within 5 working days. Our refunds page has the full rules.

What if a fact on our site was wrong?

Tell us, and say which page and which fact. When we confirm an error, we fix it within one working day and say what was wrong in the page's change log. We contact customers with open orders that relied on it.

What if you are not satisfied with our answer?

If we cannot settle your complaint, our final answer says so. It names an independent body that settles disputes out of court, with its website, and says whether we agree to use it.

Your legal rights are not affected.

What if your complaint is about your personal data?

You can also complain to the Information Commissioner's Office (ICO), the UK data protection regulator. Our privacy notice explains your rights.

Who are we?

We are a private company, not a government, embassy, consulate or visa centre. You can apply directly and pay only the official fee. We cannot change a visa decision. If your visa is refused, we explain the stated reasons and your next options from the published rules.