Complaints Procedure

Maurbel Integrated Services Ltd
Last Updated: 1 November 2025

Our Commitment

At Maurbel Integrated Services Ltd, we are committed to providing high-quality services across all our business areas: Educational Support, Information Technology, Travel Agency, and Business Support Services. We value your feedback and take all complaints seriously.

If our service has not met your expectations, we want to know about it so we can put things right and improve our services for everyone.

What Is a Complaint?

A complaint is an expression of dissatisfaction about our service, actions, or lack of action by Maurbel or our staff, which requires a response.

Examples of complaints include:

  • Dissatisfaction with the quality or delivery of our services
  • Delays in providing services or responding to enquiries
  • Incorrect or misleading information provided
  • Unprofessional behaviour by our staff
  • Billing or payment disputes
  • Breach of our Terms of Use, Privacy Policy, or service agreements
  • Accessibility issues or failure to provide reasonable adjustments

Informal Resolution

Before making a formal complaint, we encourage you to contact us informally to discuss your concerns. Many issues can be resolved quickly through direct communication.

How to raise concerns informally:

Email: info@maurbel.com|maurbelintegratedservices@gmail.com
Phone: 07827 105272
Post: Maurbel Integrated Services Ltd, Office 14658, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom

We will do our best to address your concerns promptly and reach a satisfactory resolution.

Formal Complaints Procedure

If your concern cannot be resolved informally, or if you prefer to make a formal complaint, please follow this procedure:

Stage 1: Submit Your Complaint

How to Submit:

You can submit a formal complaint by:

  • Email:info@maurbel.com with subject line “Formal Complaint”
  • Post:Maurbel Integrated Services Ltd, Office 14658, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom (marked “Formal Complaint”)
  • Online Form:Use our ‘Contact Us’ form

What to Include:

Please provide the following information:

  1. Your full name and contact details (email, phone, postal address)
  2. Reference number or booking details (if applicable)
  3. Details of the service you used (education counselling, IT project, travel booking, business support, etc.)
  4. A clear description of your complaint, including:
  • What happened
  • When it happened
  • Who was involved
  • Why you are dissatisfied
    1. What you have already done to try to resolve the issue
    2. What outcome or resolution you are seeking
    3. Any supporting documents or evidence (emails, invoices, screenshots, etc.)

Acknowledgement:

We will acknowledge receipt of your complaint within 3 working days and provide you with:

  • A reference number for your complaint
  • The name of the person handling your complaint
  • An expected timeframe for our response

Stage 2: Investigation

We will investigate your complaint thoroughly and impartially. This may involve:

  • Reviewing relevant documents, records, and correspondence
  • Speaking with staff members involved
  • Consulting with third parties if necessary (with your consent)
  • Reviewing our policies and procedures

Timeframe:

We aim to provide a full response to your complaint within 15 working days of acknowledgement.

If we need more time due to the complexity of your complaint, we will contact you to explain the delay and provide a revised timeframe. We will keep you updated on the progress of your complaint.

Response:

Our response will include:

  • A summary of your complaint
  • Details of our investigation
  • Our findings and conclusions
  • An explanation of our decision
  • Details of any action we will take to resolve the issue
  • Information about what to do if you remain dissatisfied

Stage 3: Appeal or Escalation

If you are not satisfied with our response, you can request that your complaint be escalated for further review.

How to Appeal:

Contact us within 10 working days of receiving our response, stating:

  • Your complaint reference number
  • Why you are dissatisfied with our response
  • What further action you would like us to take

Email: info@maurbel.com.ng with subject line “Complaint Appeal – [Reference Number]”

Your complaint will be reviewed by a senior member of staff or director who was not involved in the original investigation.

Timeframe:

We will provide a final response to your appeal within 20 working days.

This represents the final stage of our internal complaints procedure.

External Resolution

If you remain dissatisfied after exhausting our internal complaints procedure, you may have the right to refer your complaint to an external body, depending on the nature of your complaint:

For Educational Services:

  • British Council(if certification-related): We adhere to the British Council’s Agent Quality Framework and National Code of Ethical Practice for UK Education Agents. You may contact the British Council if you believe we have breached these standards.
  • Website: britishcouncil.org
    • Office of the Independent Adjudicator (OIA)(for issues with educational institutions): If your complaint relates to a UK university or college we worked with on your behalf.
  • Website: oiahe.org.uk

For Travel Services:

  • Alternative Dispute Resolution (ADR) for Travel: If applicable, we can provide details of an approved ADR scheme for travel-related complaints.
  • ABTA or ATOL: We will provide relevant schemes when applicable.

For IT and Business Support Services:

  • Small Claims Court: For contractual disputes involving amounts under £10,000 (England and Wales).

For Data Protection Concerns:

  • Information Commissioner’s Office (ICO): If your complaint relates to how we handle your personal data.

For Discrimination or Accessibility Issues:

  • Equality and Human Rights Commission (EHRC): If you believe you have been discriminated against.

General Consumer Rights:

  • Citizens Advice: For free, independent advice on consumer rights.

What We Will Do

When handling your complaint, we commit to:

Listen carefully to understand your concerns
Take your complaint seriously and treat you with respect
Investigate thoroughly and impartially
Respond promptly within agreed timeframes
Communicate clearly and keep you informed
Be fair and reasonable in reaching conclusions
Take appropriate action to resolve issues
Learn from complaints to improve our services
Maintain confidentiality and handle your information in accordance with our Privacy Policy

What We Expect from You

To help us handle your complaint effectively, we ask that you:

  • Provide clear and accurate information
  • Respond to our enquiries in a timely manner
  • Treat our staff with respect and courtesy
  • Allow us reasonable time to investigate and respond
  • Focus on the specific issues of concern

Note: We reserve the right not to proceed with complaints that are:

  • Vexatious, abusive, or malicious in nature
  • Submitted repeatedly without new information
  • Not made in good faith

However, we will always carefully consider all complaints before making such a decision.

Confidentiality

All complaints are treated confidentially. Information about your complaint will only be shared with:

  • Staff members who need to know in order to investigate and resolve the complaint
  • Third parties where necessary to investigate the complaint (with your consent)
  • External bodies where we are legally required to do so
  • Regulatory or professional bodies where appropriate

We handle all personal data in accordance with our Privacy Policy and UK GDPR.

Record Keeping

We maintain records of all formal complaints, including:

  • Details of the complaint
  • Our investigation and findings
  • Actions taken
  • Resolution and outcome

We use this information to monitor and improve our services. Complaint records are retained in accordance with our data retention policy as set out in our Privacy Policy.

Learning and Improvement

We view complaints as opportunities to improve. We regularly review complaints to:

  • Identify recurring issues or patterns
  • Assess the effectiveness of our services and procedures
  • Make improvements to prevent similar complaints
  • Train and support our staff
  • Enhance the overall quality of our services

We publish an annual summary of complaints received and actions taken (without identifying individual complainants) as part of our commitment to transparency.

No Detriment

Making a complaint will not affect your access to our services or result in any less favourable treatment. We are committed to handling all complaints fairly and without prejudice.

Questions About This Procedure

If you have questions about this complaints procedure or need assistance in making a complaint, please contact us:

Email: info@maurbel.com.ng | maurbelintegratedservices@gmail.com
Phone: 07827 105272
Post: Maurbel Integrated Services Ltd, Office 14658, 182-184 High Street North, East Ham, London E6 2JA, United Kingdom

Review of This Procedure

This complaints procedure is reviewed annually to ensure it remains effective and compliant with best practice and regulatory requirements.

Last Reviewed: 1 November 2025
Next Review Date: 1 November 2026

Maurbel Integrated Services Ltd
British Council Certified Education Consultancy 
Company Registration Number: 16720409 | Registered in England and Wales

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