Last updated · June 2026
1. Engagement structure
Every engagement starts with a clear scope, a single point of contact, and a written confirmation of fees, deliverables and timelines. You are told what is included, what is excluded, and what is dependent on third parties.
2. Communication standards
- First response to enquiries within one working day, usually within four hours
- Updates on active files at least once a week, often more frequently
- Phone, email and WhatsApp — pick whichever channel works for you
- A senior practitioner is always available on every active file
3. Working hours
Monday to Saturday, 10:00 to 19:00 IST. Sunday support is reserved for time-sensitive visa, banking or travel emergencies on active files.
4. Document handling
Original documents are accepted only when strictly necessary and are returned with a receipt. Copies are stored under access control. Sensitive documents (passports, biometric data, bank documents) are handled under our Privacy Policy and the relevant regulatory framework.
5. Quality assurance
- Every application reviewed by a senior practitioner before submission
- Independent quality checks on traded products before dispatch
- Quarterly internal audit of CSC and banking workflows
- Annual third-party review of process documentation
6. Confidentiality
Your file is confidential. We do not discuss, share, or disclose your information beyond the parties necessary to deliver your service. Our staff are bound by written confidentiality agreements.
7. Escalations
If you are not satisfied with how your file is progressing, write to gavirneni7@gmail.com with subject line "Escalation" and your file reference. A director will respond within two working days.
8. What we ask of you
- Share accurate and complete information at the start
- Respond to clarification requests within reasonable timeframes
- Pay confirmed fees promptly so work can begin on schedule
- Communicate any change in circumstances as it happens
9. Continuous improvement
Our service policy is reviewed annually. Suggestions from clients and partners are taken seriously — most improvements over the past decade started as a phone call from someone who had used us.