We are committed to providing excellent service, excellent customer experience is always our utmost priority, and we value your feedback. If you wish to make a complaint, we encourage you to reach out to us. Below is our complaints procedure:

You can submit your complaint in writing via email or postal mail:

We will acknowledge receipt of your complaint within seven (7) days and provide you with a point of contact for further communications regarding your complaint.

Your complaint will be investigated promptly and fairly. We aim to resolve complaints in a timely manner while ensuring a comprehensive examination of all relevant information and documents.

We will keep you informed about the progress of your complaint within fourteen (14) day intervals. This will include details of any actions being taken to resolve your complaint.

We will notify you in writing of the outcome of our investigation and any actions taken to address your complaint within thirty (30) days of receipt. Interim updates will be provided every fourteen (14) days. If a longer timeframe is required, we will inform this to you.

We have established service standards for handling complaints, focusing on timeliness, fairness, and thoroughness. Regular internal assessments are conducted to review and improve our processes.

All complaint-related information will be handled in strict confidence and in compliance with BVI data protection laws.

We maintain complete records of all complaints for a minimum of seven (7) years in compliance with regulatory requirements.

For any inquiries related to a complaint, please contact our Operation Manager:

Thank you for bringing your concerns to our attention. Your feedback is valuable to us and helps us improve our services.