Complaints Procedure

Our Commitment

We aim to deliver a professional, responsive service on every matter. If we fall short, we want to know. This procedure sets out how to raise a concern and how we will investigate it.

Raising a Complaint

In the first instance, please contact the advisor handling your matter to discuss the concern. Most issues can be resolved quickly this way.

If you would prefer to raise the complaint formally, please write to us with:

• Your full name and contact details
• A clear description of the concern
• The outcome you are seeking

Send your written complaint to the address on our contact page or by email to our contact address.

Our Response

We will acknowledge your complaint within five working days of receipt and provide a full written response within twenty working days. If we need more time we will let you know why and when to expect a response.

Independent Review

If you remain unhappy after our response you may refer the complaint to our regulator, the Immigration Advice Authority (IAA). Full contact details are available at https://iaa.gov.uk.

You may also contact the Legal Ombudsman where the complaint concerns service standards.

Record Keeping

We keep records of complaints and our responses for regulatory and improvement purposes, in line with our Privacy Policy.