Complaints Procedure

Our commitment

We want every client to receive clear advice and a fast, professional service. If something has gone wrong, tell us — we take every complaint seriously and use them to improve.

How to complain

Email info@ilahub.com with the subject line “Complaint”, including your booking reference, what happened and what you would like us to do to put it right.

What happens next

• We acknowledge your complaint within 2 working days.
• A senior member of the team investigates. We may contact you for further detail.
• We aim to give you a full written response within 14 days, and no later than 28 days.
• If our response takes longer — for example because key people are unavailable — we will keep you updated and explain the revised timescale.

If you remain unhappy

If you are not satisfied with our final response, you can ask for the matter to be reviewed by a director, who will look at it afresh. Nothing in this procedure affects your statutory rights.