Raising a complaint about your attestation case
Attestation holds passports, degrees, and identity documents, so a case issue is never just an inconvenience. This page sets out how to raise a problem, what response you can expect, and how to take it further if you are not satisfied.
What counts as a complaint
A complaint is anything about your case that you believe went wrong and that support did not fix. Common examples are listed below.
A missed or unexplained delay
A timeline that slips without notice, or a status that does not match what you were quoted.
Handling of originals
Anything concerning a passport, CNIC, degree, or certificate in our custody or in courier transit.
Courier problems
A collection that did not arrive, a return that was delayed, or a parcel that was mishandled.
Billing
A charge that differs from the written quote, or a fee you believe should not have been applied.
Communication
Updates that stopped, or a question that went unanswered on the promised channel.
Service or outcome
A document returned in a state you did not agree to, or a route that did not match the plan.
How to raise it
Any of the normal support channels works for a complaint. Writing the word "Complaint" at the start of your message routes it to the escalation desk on arrival.
+92 371 496 1118. Start the message with "Complaint" and your order ID.
[email protected], subject line starting with "Complaint". Use this for attachments.
Phone
+92 371 496 1118, Mon-Sat 9am-6pm. Ask for the escalation desk.
Contact page
The support form with "Complaint" selected as the reason.
Have the order ID ready if you can. If you do not have it, the name on the order and the city are enough to locate the file.
What happens next
Every complaint follows the same recorded path, so the outcome is never dependent on who answers the phone.
Acknowledgement within one working day
You receive a written confirmation that the complaint is logged, with the case number and the name of the person handling it.
Review against the case record
The file is checked against the written quote, the custody record, courier events, and the timeline you were given.
A written account of what happened
You get a plain-language explanation of what went wrong, what is being done, and the corrected timeline or fee where applicable.
A resolution and a remedy
Where the fault is ours, the remedy matches the damage, such as corrected fees, courier claims, replacement support, or a refund per the refund policy.
Escalation to management
If the first response does not resolve it, any customer can ask for management review. A named director re-opens the case and responds within two working days.
Complaints about original documents
Any complaint involving a passport, CNIC, degree, or certificate is handled as urgent, ahead of the standard queue. Originals cannot be reprinted by us, so the first step is always to confirm where the document is and that it is safe.
The response to a document-related complaint includes the custody record for the file, every hand that touched it, when, and for what step. That record exists for every case, so the account is never reconstructed from memory.
If a document was damaged or lost in transit, the courier claim is opened immediately and you receive a written account, as described on the security page.
What you will receive
- 1. Confirmation of the document's location within one working day
- 2. The full custody record for the file
- 3. A written account of any incident, and the remedy or claim opened
- 4. Priority handling until the document returns to you
Independent recourse
Every order is backed by a written contract with a SECP-registered company, so the complaint path does not end with us.
If management review does not satisfy you, you can take the matter to the consumer protection authorities in your province, or seek independent legal advice. Nothing in this page limits your rights under the terms of service.
Need to raise something now? Start the message with "Complaint" on WhatsApp or email, and include your order ID if you have it. Acknowledgement lands within one working day.
Prefer to avoid the complaint in the first place?
Most issues start with a mismatch between expectation and plan. A written quote, a named coordinator, and case tracking exist so nothing is left to guesswork.
Why trust Attestdone?
Government Filing Team
We manage all HEC, MOFA, and embassy requirements and procedures on your behalf.
Fast Turnaround
Skip the long queues. Expedited processing options are available for urgent needs.
Upfront Pricing & Security
Track your documents live with a written scope and insured handling.