Complaints & Escalation Policy

Last Updated: 23^rd January 2026

 

This Client Complaints & Escalation Policy explains how Gaudium Limited (“Gaudium”, “we”, “us”, “our”) handles client complaints in a structured, transparent, and professional manner.

 

This policy forms part of Gaudium Limited’s:

• Client Services Agreement
• Terms & Conditions

 

By engaging our services, you agree to this policy.

PURPOSE OF THIS POLICY

We are committed to providing a high standard of professional, detail-oriented service.
This policy exists to:

• Provide a clear and fair process for raising concerns
• Ensure complaints are reviewed consistently
• Protect clients, consultants, and the business
• Prevent unnecessary escalation or disputes

SCOPE OF THIS POLICY

This policy applies to complaints relating to:

• Visa application administrative support
• Education Pathway Planning™
• Education referral services
• Institution Application Support™
• Consultant conduct or professionalism
• Fees, billing, or service delivery

 

This policy does not override:

• The Refund & Cancellation Policy
• The Client Services Agreement
• Applicable law

WHAT COUNTS AS A COMPLAINT

A complaint is an expression of dissatisfaction relating to:

• Failure to deliver a service as described
• Administrative errors attributable to Gaudium
• Professional conduct or communication issues
• Failure to follow agreed processes

WHAT DOES NOT COUNT AS A COMPLAINT

The following are not treated as valid complaints and will not result in refunds or remedial action:

• Visa refusals or delays
• School or university admission refusals
• Changes in immigration rules or institutional requirements
• Dissatisfaction with outcomes outside Gaudium’s control
• Disagreement with professional opinions expressed during planning consultations
• Dissatisfaction with shortlisted institutions where the service scope was delivered as agreed

 

These outcomes are explicitly excluded under the Client Services Agreement and Refund Policy.

HOW TO SUBMIT A COMPLAINT

All complaints must be submitted in writing.

 

Accepted channels:

• Email: complaints@gaudiumllc.com
• Website contact form (marked “Formal Complaint”)

 

Complaints submitted via WhatsApp, social media, or phone calls will be acknowledged but redirected to a formal written submission.

INFORMATION REQUIRED

To enable a proper review, complaints must include:

• Client full name
• Service(s) purchased
• Date(s) of engagement
• Consultant name (if applicable)
• Clear description of the issue
• Supporting evidence (where relevant)
• Desired resolution (if any)

 

Incomplete complaints may be delayed or closed without further review.

COMPLAINT HANDLING PROCESS

Step 1: Acknowledgement

 

Within 2 business days

We will confirm:

• Receipt of the complaint
• That it is under review
• The expected response timeframe

 

Step 2: Investigation

 

Within 5 business days

The review may include:

• Examination of service records and communications
• Review of contractual obligations and policies
• Consultation with the assigned consultant or manager

 

Step 3: Outcome Response

 

Within 10 business days

You will receive a written response setting out:

• Findings of the review
• Whether the complaint is upheld or rejected
• Any corrective or remedial action (if applicable)

ESCALATION PROCESS

When Escalation Is Permitted

A complaint may be escalated if:

• You dispute the initial decision and
• You provide new, relevant information not previously reviewed

 

Escalation Review

Escalated complaints are reviewed by:

• Senior Management or the Compliance Lead

 

The escalation decision is final, subject to applicable law.

REFUNDS & REMEDIES

• Refunds are governed solely by the Refund & Cancellation Policy
• Complaints do not automatically entitle clients to refunds
• Any goodwill gesture or service credit:
  • Is discretionary
  • Is not an admission of liability
  • Does not create a precedent

BEHAVIOUR & COMMUNICATION STANDARDS

Gaudium Limited reserves the right to:

• Pause or close a complaint where communication becomes abusive, threatening, or defamatory
• Restrict further engagement where staff are harassed

 

Clients remain bound by professional conduct expectations at all times.

CONFIDENTIALITY & DATA PROTECTION

• Complaints are handled confidentially
• Information is shared strictly on a need-to-know basis
• Personal data is processed in line with Gaudium’s Privacy Policy

NON-RETALIATION

Clients will not be penalised for submitting a complaint in good faith.

 

Consultants are equally protected when raising internal concerns or reporting compliance issues.

FINALITY OF DECISIONS

Once the escalation process is complete:

• The decision communicated is final
• No further internal review will be undertaken

 

Clients retain their statutory legal rights.

GOVERNING LAW

This policy is governed by the laws of the Federal Republic of Nigeria, without prejudice to mandatory consumer protection rights applicable in other jurisdictions.

CONTACT DETAILS

Formal complaints should be sent to:

 

Gaudium Limited
📧 Email: infor@gaudiulllc.com
📍 Registered Office: Lagos, Nigeria

ACKNOWLEDGEMENT

By using Gaudium Limited’s services, you confirm that you:

• Have read and understood this Client Complaints & Escalation Policy
• Agree to follow the process set out above