CLIENT CARE & COMPLAINTS
OUR COMMITMENT TO YOU
X Solutions UK is committed to providing a professional, transparent and dependable service.
If you are dissatisfied with any aspect of our service, communication, charges or handling of your instructions, please tell us so that we have an opportunity to address your concerns.
Making a complaint is free of charge and will not affect the professional handling of your matter.
WHAT YOU CAN COMPLAIN ABOUT?
You may complain about:
• The standard of service you received.
• Communication or delays within our control.
• Charges or information provided about fees.
• The handling of your documents, order or instructions.
• A factual or administrative error.
• Failure to follow agreed instructions.
• The handling of your personal information or documents.
INDEPENDENT EXPERT WORK
Expert reports and document-authenticity assessments must remain independent, objective and evidence-led.
You may complain about the service provided, a factual error, failure to consider relevant material or failure to follow the agreed instructions.
However, the complaints process cannot be used to require an expert to alter an independent professional opinion merely because its conclusion is unfavourable.
Any amendment must be supported by relevant evidence or required to correct a genuine error.
EXTERNAL AUTHORITIES
Some services involve independent organisations, including the Foreign, Commonwealth & Development Office, embassies, consulates, Companies House, government departments and delivery companies.
X Solutions UK cannot control their decisions, processing times or service interruptions. However, you may complain about how we submitted, managed or communicated with you about the relevant process.
HOW TO MAKE A COMPLAINT
Please send your complaint to our Client Care Manager.
By Email:
Telephone: 01642 240 240
Mobile & WhatsApp: +44 7731 427147
By Post:
Client Care Manager
X Solutions UK
184 Parliament Road
Middlesbrough
England, United Kingdom
TS1 4JG
Please provide:
• Your full name and contact details.
• Your order, invoice, report or matter reference.
• The service concerned.
• A clear explanation of what happened.
• Relevant dates and supporting correspondence.
• The outcome you would like us to consider.
Please do not send original documents unless we specifically request them.