1. Our commitment
Complaints are taken seriously and will be handled fairly, respectfully and without charge.
Making a complaint will not result in less favourable treatment or, by itself, adversely affect any ongoing service. Urgent work and deadlines will continue to be considered separately from the complaint where an active professional engagement exists.
2. How to make a complaint
You may first raise the concern with the person handling your matter. They may be able to resolve it quickly. You are not required to do this before making a formal complaint.
A formal complaint can be submitted by:
- Email: {{COMPLAINTS_EMAIL}}
- Post: {{COMPLAINTS_POSTAL_ADDRESS}}
- Telephone: {{BUSINESS_PHONE}}
Address the complaint to {{COMPLAINTS_HANDLER}}, {{COMPLAINTS_HANDLER_ROLE}}.
3. Information to include
Please provide, where possible:
- Your full name and preferred contact details.
- Your matter, enquiry or reference number.
- A clear explanation of what happened.
- The dates and people involved.
- Copies of relevant correspondence or documents.
- How you believe the matter could be resolved.
- Any communication or accessibility support you require.
A complaint will not be rejected only because every item above is unavailable.
4. What happens after a complaint is received?
We aim to acknowledge the complaint within five working days.
We may request additional information needed to understand the issues.
The records and relevant circumstances will be reviewed by an appropriate person.
We aim to issue a written final response within eight weeks and sooner where possible.
If more time is reasonably needed because the complaint is complex or relevant information is unavailable, we will explain the reason and provide an updated timescale.
5. Possible outcomes
Depending on the findings, the response may include:
- An explanation of what occurred.
- An apology where appropriate.
- Correction of inaccurate information or records.
- Completion or repetition of appropriate work.
- A fee review or other financial remedy where justified.
- Changes to procedures, supervision or staff training.
- Confirmation that the complaint has not been upheld.
6. External escalation
Regulator details must be confirmed before publishing. Keep only the wording that matches the organisation’s actual regulatory status.
Organisation’s regulator
Our immigration advice or legal services are regulated by:
- Regulator: {{REGULATOR_NAME}}
- Registration or reference: {{REGULATORY_REFERENCE}}
- Complaint information: {{REGULATOR_COMPLAINT_URL_LABEL}}
IAA-regulated immigration adviser wording
Where the organisation is regulated by the Immigration Advice Authority, a complaint about poor immigration advice or service may also be submitted to the IAA.
Complain about an immigration adviser through GOV.UK
SRA-regulated legal practice wording
Where the organisation is an SRA-regulated legal practice, an unresolved complaint about service or charges may be referred to the Legal Ombudsman after the internal complaints process. Concerns about professional conduct may instead be reported to the Solicitors Regulation Authority.
7. Accessibility and support
Complaints can be accepted in a reasonable format. Please tell us if you need information in a different format, assistance communicating the complaint, additional time or another reasonable adjustment.
A representative may complain on your behalf where appropriate authority has been provided.
8. Complaint records and privacy
Complaint information will be recorded, reviewed and retained for complaint handling, service improvement, insurance, regulatory and legal purposes.
Personal information will be handled according to our Privacy Policy.