Share Your Feedback or Raise a Complaint with Y-Axis Dubai

Good experience or a frustrating one, we want to hear about it. Your feedback tells us what to keep doing, and your complaints show us where we need to do better.

Every message sent through this page goes to our Client Relations team in Dubai. Each case gets a reference number, a named person who looks into it, and a written response.

Share your feedback

If a counsellor went the extra mile, a coaching class helped you hit your score, or something on our website confused you, tell us. Feedback can be about:

• Your counselling session or the advice you received
• Document guidance and how your file was prepared
• IELTS, PTE or other coaching classes
• Your visit to our Trade Centre or JLT office
• Our website, emails or WhatsApp communication

We share positive feedback with the people involved, and we use suggestions to improve how we work.

Raise a complaint

If something has not gone the way it should, please tell us directly so we can put it right. Common reasons clients contact us include:

• No update on your case for longer than you were told to expect
• A service that does not match the scope you agreed to in writing
• A question about fees, invoices or a refund request
• The behaviour or conduct of a Y-Axis staff member
• A concern about how your personal data has been handled

How to contact us

What to include

The more detail you give us, the faster we can help. Please include:

• Your full name and the mobile number or email registered with us
• Your client ID or application reference, if you have one
• The service involved (for example, Canada PR, Australia skilled visa, coaching)
• The name of your counsellor or case officer, if you know it
• What happened, with dates
• What you would like us to do to resolve it
• Copies of relevant receipts, invoices, emails or messages

What happens after you contact us

• We acknowledge it. You receive a reference number within [2 working days].
• We look into it. A Client Relations team member reviews your file, speaks to the staff involved and checks the records.
• We talk to you. If we need more information, we call or email you. We do not close a case without hearing your side.
• We respond in writing. You get a written outcome. If the case is complex and needs longer, we tell you why and give you a new date.
• We close it with you. The case is closed once we have shared the outcome and any agreed action has been completed.

Our commitment to you

Raising a complaint will never affect how we handle your application. We follow the promises in our Trust Standard: honest advice, clear scope before you pay, proactive updates, and a fair, written resolution if we fall short.

How we handle your information

We use the details you share only to investigate and respond to your feedback or complaint. We share them only with the staff who need them to resolve your case, and we handle them in line with our Privacy Policy and UAE data protection law. We may keep anonymised feedback to improve our services.

Have something to tell us? Email complaints.uae@y-axis.com or call +971 4 248 3900. We read every message.