Complaints

How to make a complaint

We take complaints seriously. If something has gone wrong — with our service, our software, a caseworker interaction, or a charge — we want to hear about it and put it right.

Step 1 — Contact us directly Email complaints@rekoja.com with:

  • Your name and the email address on your account
  • A description of what happened and when
  • What outcome you are looking for

We will acknowledge your complaint within 1 business day.

Step 2 — We investigate A senior member of the team (not the caseworker involved, where applicable) will review your complaint and respond with our findings and proposed resolution within 5 business days. Complex cases involving document handling or data may take up to 10 business days — we will tell you if so.

Step 3 — Resolution If we have made an error, we will tell you clearly what it was and what we are doing to fix it. Where a refund or compensation is appropriate, we will process it within 5 business days of agreeing the resolution.

Escalation

If you are not satisfied with our response, you may request escalation to a director within 14 days of receiving our initial response. Email complaints@rekoja.com with the subject line "Escalation request" and your original complaint reference number.

We aim to resolve all escalations within 10 business days.

Immigration advice complaints (UK)

Rekoja UK Ltd does not currently provide regulated immigration advice in the UK (we are not yet registered with the Immigration Advice Authority). If you believe you have received advice that constitutes regulated immigration advice from Rekoja UK Ltd, please tell us — this is important and we will treat it as a priority complaint.

Rekoja Services Nigeria Ltd operates from Nigeria and provides advice and document preparation services for Nigerian applicants from outside the UK regulatory perimeter.

Data and privacy complaints

If your complaint relates to how we have handled your personal data, you may also report it directly to:

  • UK: Information Commissioner's Office (ICO) — ico.org.uk
  • Nigeria: Nigeria Data Protection Commission (NDPC) — ndpc.gov.ng

We ask that you contact us first, as many data concerns can be resolved quickly directly with us.

What we cannot do

We cannot intervene with the Home Office, UKVI, or any other immigration authority on your behalf. We prepare applications and support you through the process — the decision is made by the relevant government authority, and we have no ability to change or influence it.

Contact

complaints@rekoja.com

Response within 1 business day. We are based in the UK and Nigeria; our operating hours are Monday to Friday, 09:00–18:00 WAT / GMT.

Last updated: June 2026. Rekoja UK Ltd, registered in England and Wales. Rekoja Services Nigeria Ltd, registered in Nigeria (CAC).