Complaints Policy

Complaints Policy

We encourage you to provide as much detail as possible regarding your complaint, including any relevant documents or evidence that could aid in a thorough investigation of the matter.

Acknowledgment of Your Complaint
Upon receipt of your complaint, we will acknowledge it within two working days, providing you with the name of the individual who will be handling your complaint. Should your complaint be intricate or require more than ten working days to resolve, we will provide you with an interim update regarding the ongoing investigation.

Investigation of Your Complaint
Your complaint will be meticulously investigated with the aim of resolving it efficiently. Possible resolutions may vary depending on the nature of the issue and could include a refund, credit, replacement, or other appropriate remedies. The response you receive will delineate the resolution and any subsequent steps.

We value your feedback on our response as it aids in refining our processes.

Resolution of Your Complaint
Our objective is to resolve complaints within 10 working days from the date of receipt. If for any reason we are unable to adhere to this timeline, we will contact you to elucidate the reasons for the delay and provide a revised timeline for resolution.

Escalation of Your Complaint
If the resolution provided does not meet your satisfaction, we invite you to contact Johanna Aúgusta at Ministry of Numerology at for a review of any further steps needed to amicably resolve the issue. Rest assured, both parties involved will be given due consideration, with confidentiality maintained throughout the process.

Record Keeping
A record of your complaint along with our response will be retained for internal purposes for at least six months from the date it was received. Additionally, our management team reviews all complaints to monitor trends and identify significant related issues. We are committed to delivering exceptional service to our clients and employ all reasonable efforts to ensure their concerns are addressed promptly and resolved satisfactorily.