Complaints
We take every complaint seriously. This page explains how to make a complaint, what to expect at each stage, and how to escalate if you are not satisfied.
Making a complaint
If you are unhappy with any aspect of the LoveWorld Consulate UK portal or the service you have received, please let us know. You can submit a complaint through our contact form, by email, or in writing. Please include as much detail as possible so we can investigate thoroughly.
- We acknowledge within 3 working days.
- A named officer investigates within 10.
- You get a written response within 20.
What happens when you complain
Submit your complaint
Send us your complaint through the contact page or by email. Tell us what happened, when, and what outcome you are seeking.
Acknowledgement
We acknowledge every complaint in writing within 3 working days of receipt, confirming who will handle it.
Investigation
A designated officer reviews your complaint, gathers the relevant information and may contact you for clarification.
Response
We write to you with our findings, any action we will take, and an explanation of how we reached our decision.
Escalation
If you are not satisfied with our response, you can ask for the complaint to be reviewed by the Consul or escalated externally.
If you are not satisfied
If you are unhappy with our response, you can ask for your complaint to be reviewed by the Consul. The Consul will carry out an independent review and write to you with the outcome within 15 working days. If you remain dissatisfied, you have the right to refer your complaint to an external body.
To request an escalation, reply to the response you received or email complaints@loveworldconsul.org.uk with the word "Escalation" in the subject line.
Organisations you can contact
Information Commissioner's Office (ICO)
For complaints about how we handle your personal data under UK GDPR.
Visit websiteCitizens Advice
Free, independent advice on consumer rights and disputes under the Consumer Rights Act 2015.
Visit websiteTrading Standards
For complaints about unfair commercial practices or misleading business conduct.
Visit websiteCompetition and Markets Authority (CMA)
For concerns about breaches of the Digital Markets, Competition and Consumers Act 2024.
Visit website