Claiming money back from a consultant company for delaying the requested service

I have submitted my immigration documents to a consultant company in Dubai under a business formation plan in Canada. They committed that the process for stage 2 will take 2 months but since then it has been 6 months, they have not yet processed it.

They keep making false promises and they would not let us withdraw our case. I Have asked several times to connect me with the higher authorities to resolve my issue but no cooperation from their end.

It is devasting as it is an expensive plan. We have paid 43650 DHS so far. I need to know if legally I can claim all my money back by putting up a fraud case on them under the criminal act?

How can I make them fulfill their commitment without me bearing any loss?

Please guide me with possible ways!

Awaiting your reply.