Client Care
How we receive, record, investigate and resolve any complaint about our service, and how to take it further if you remain unhappy.
We are committed to the highest standards of service and client care. If you feel we have not met those standards, please tell us. Raising it lets us put things right quickly, and helps us use your feedback to keep improving.
We will always give you the chance to tell us what is wrong, and we will work with you to put it right. There are two ways to start.
If you are unhappy with any part of our service, the quickest route is often to raise it directly with the adviser handling your case.
If you have already spoken to your adviser, or would rather not raise it with them, you can complain formally to Oli Bein-Moore, a director of the firm, in writing or by phone.
Oli Bein-Moore handles all complaints about the immigration advice and services we provide.
We record every complaint in a central register. We also open a separate file, or a section within your case file, to record the complaint, our investigation and our response.
We look into every complaint the same way.
If you are considering legal action against us, we confirm that we hold professional indemnity insurance to meet any valid claim.
Independent Review
If you are unhappy with our response, or you would prefer not to complain to us directly, you can complain to the Immigration Advice Authority at any time. The IAA regulates immigration advisers in the UK.
Immigration Advice Authority, Complaints Team
Whatever the issue, we would always rather you told us than not. Raising a concern will never affect how we handle your case, and we will treat you fairly throughout.
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