Complaints procedures

We always want to provide you with the highest quality service. However, if you are not satisfied with the quality of service, you can notify us at any time.

It would help us if you get in touch with the person directly handling your case, who will do everything possible to resolve the issues. If you wish to make a formal complaint, you must read the complaints procedure below. Filing a complaint will not affect your case processes.


We guarantee a high level of service, so if something goes wrong, we need you to let us know. This will help us improve our service standards.

What if you are unhappy with the quality of service?

If you are unsatisfied with the quality of our service, please contact the specific responsible employee first. Jhey you can’t do that, contact the person responsible for all the work of the company. This is Office Supervisor.

If you feel that you are unable to talk to him / her or are dissatisfied with their response, you should contact the IB Service Ltd Office Manager with the details of the complaint.

IB Service Ltd, 44 Broadway, Stratford, London E15 1XH, United Kingdom
Ph: 020 8536 0065

Internal inspection

We will arrange for your complaint to be investigated in accordance with the procedures below.

Within five working days, you will receive a confirmation identifying the person who will be handling your complaint. This is usually the person involved with your case. We will investigate your complaint in detail and respond to you within 28 days of confirmation. We will review your case during the complaint process. If necessary, we will invite you to a meeting to discuss the complaints you have identified. After reviewing your complaint, we’ll send you a detailed response confirming the outcome of your complaint investigation.

If, for any reason, we are unable to process your complaint within 28 days, we will contact you to explain why we are unable to do so within the time allocated and to notify you of the date we hope to respond.

Internal investigation

If you are dissatisfied with the outcome of your complaint examination, you may request an internal investigation. In this case, you should contact the Office Manager or the Ombudsman Association.

If you want an internal investigation, you must file an application within 14 days of the complaint being processed, explaining why you feel you are not satisfied with the initial decision.

We will send you a letter confirming your request for an internal investigation. Our goal is to complete the investigation within 28 days of approval.

Who may complain?

Usually the complaints we receive are from our customers. However, others, including beneficiaries, third parties and other professionals, can also file a complaint.

Do I have to pay?

You do not have to pay for the investigation of your complaint.

What decision should I expect?

If we identify service quality deficiencies and / or violations, you will receive our:

  • Apology;
  • Compensation for incurred losses;
  • Compensation for the inconvenience and stress;
  • Our services;
  • A discount for the service you’ve engaged.

If we find that there were no service deficiencies and / or violations, we will provide a detailed explanation as to why we came to such a conclusion.

If you still do not agree with the procedure for dealing with your complaint after all stages of the complaint procedure have been completed, you can contact the Ombudsman Association.

What is the Ombudsman Association?

The purpose of the Ombudsman Association is to deal with complaints from citizens and consumers about the activities of public organizations and private companies providing certain services.

You can make a complaint to the Ombudsman Association by contacting:

Ombudsman Association
PO Box 343