Complaints Procedure

At The HMO Roadmap, we are committed to providing high-quality services and ensuring our clients’ satisfaction. However, we understand that there may be occasions when our services may not meet your expectations. In such instances, we encourage you to let us know so we can address your concerns promptly and effectively. Here’s how you can raise a complaint:

Writing Your Complaint

Please send your complaint in writing by email to Please include a clear description of your complaint, any relevant dates, and any actions you’ve already taken to resolve the issue. Providing specific details will help us understand your concerns better and address them more efficiently.

Acknowledgement of Your Complaint

Upon receiving your complaint, we will send you an acknowledgment email within 10 business days. This email will confirm that we have received your complaint and are reviewing it.

Investigation Process

We will thoroughly investigate your complaint, which may involve reviewing any documentation, communication records, and speaking with the relevant teams or individuals involved in your matter. We aim to resolve complaints as quickly as possible.

In most cases, we will provide a substantive response to your complaint within 20 business days of receiving it. If the investigation is expected to take longer, we will keep you informed of the progress and provide an estimated resolution timeline.


Once we have completed our investigation, we will contact you to discuss our findings, propose a resolution, and work with you to ensure your satisfaction. Our goal is to resolve complaints in a manner that is fair and satisfactory to all parties involved.

Further Steps

If you are not satisfied with the resolution, you can request a review of your complaint by a senior member of our team. Please provide a reason for your dissatisfaction with the initial resolution, and we will undertake a further review of your complaint and the proposed resolution. 

Your Feedback is Valuable

We view complaints as an opportunity to improve our services and the way we communicate with our clients. Your feedback is invaluable to us, and we are committed to listening and making changes that enhance your experience with The HMO Roadmap.

Thank you for bringing your concerns to our attention. We are here to support you every step of the way.