KOVIU Property Assurance
Complaints Policy
KOVIU should acknowledge, investigate and document complaints about scope, evidence, report accuracy, conduct or fees.
Time to Value
A request to correct a factual error is different from a request to change an unfavorable finding. Technical complaints outside KOVIU’s qualifications should be escalated to appropriate professional input.
Core principles
- Clear scope before work begins.
- Evidence retained according to a documented retention policy.
- Customer confidentiality and controlled access.
- Transparent fees, exclusions and third-party professional involvement.
- Correction of genuine factual errors without altering evidence to produce a preferred conclusion.
- Appropriate escalation when a matter is regulated or outside KOVIU competence.
Pre-launch verification
Company registration, domain status, applicable permits, tax obligations, professional boundaries, insurance and final policy wording must be confirmed with appropriate Kenyan advisers before launch.