Complaints

How to complain

If something has gone wrong, we want to put it right.

  1. Tell us. Email desk@rekoja.com with "Complaint" in the subject line, what happened and when, and the outcome you are looking for. We acknowledge every complaint within 1 business day.
  2. We investigate. A senior member of the team, not involved in your case, reviews it and responds with findings and a proposed resolution within 5 business days. Complex document or data cases can take up to 10 business days; we tell you if so.
  3. We resolve it. If we made an error, we say so plainly and fix it. Agreed refunds or compensation are processed within 5 business days.

Escalation

If you are not satisfied with our response, ask within 14 days for escalation to a director: email desk@rekoja.com with "Escalation request" in the subject line and your complaint reference. We aim to resolve escalations within 10 business days.

Advice and preparation complaints

Rekoja does not advise on your own immigration case. Our document and preparation services are delivered from Nigeria, and a complaint about them follows the same steps above, owned by the desk lead and escalating to the founder. We treat it as a priority.

Data complaints

If your complaint is about how we handled your personal data, contact us first; most concerns resolve quickly. You can also go directly to the Information Commissioner's Office in the UK (ico.org.uk) or the Nigeria Data Protection Commission (ndpc.gov.ng).

What we cannot do

We cannot intervene with the Home Office, UKVI, or any other immigration authority, and we cannot change or influence a decision. We prepare applications and support you through the process.

Contact

desk@rekoja.com, with "Complaint" in the subject line. Monday to Friday, 09:00 to 18:00 WAT / GMT.

Last updated: 6 October 2026. Rekoja Limited, registered in Nigeria (CAC).