Complaints Procedure

Use the form below to raise a formal complaint. You will be given a reference number on submission — keep it for any further correspondence.

Full name *Email address *Phone number

+44

Case referenceWhat is your complaint about? *Select an option…Service qualityCommunicationFees and chargesProcessing delaysProfessional conductQuality of adviceOtherWhat happened? *What outcome are you looking for?

Submit complaint

We acknowledge complaints in writing within five working days. If you are not satisfied with our response you may refer the matter to the Immigration Advice Authority.

You can complain about

• Poor advice or service quality
• Unreasonable fees or charges
• An adviser claiming you'll be successful
• An adviser charging for work not done
• Missing deadlines or failing to appear
• Professional conduct and ethical concerns
• Communication issues

You cannot complain about

• How long your immigration application has taken
• Something already part of ongoing legal action
• Refunds or compensation claims
• Home Office staff
• Persons or organisations outside the UK

Important: complaints about events more than 12 months ago may not be investigated, depending on the circumstances.

If you remain dissatisfied after our internal process, you can complain to the Immigration Advice Authority (IAA):

• Immigration Advice Authority, Complaints Team, PO Box 567, Dartford, DA1 9XW
• Email: complaints@immigrationadviceauthority.gov.uk
• Phone: 0345 000 0046
• Form: Download complaints form

You'll receive a decision within 5 months of making your complaint to the IAA.

How we meet the IAA Code of Standards (G1.1 – G4.2).

G1 — Complaints handling

• G1.1 Informing clients. Every client is told how and to whom they can complain in their client care letter, on this page, and at the close of their matter. The procedure is plain English and free of charge.
• G1.2 Complaints procedure. Acknowledged within 3 business days, full written response within 15 business days, with a clear right of escalation to the Immigration Advice Authority if you remain dissatisfied.
• G1.3 Central record and annual review. All complaints are logged in a central register maintained by the Compliance Officer. The Director reviews the register annually to identify trends and corrective actions.

G2 — Client feedback

• G2.1 Client feedback procedure. Clients are invited to give structured feedback at the end of each matter, plus an open channel for comments throughout the engagement. Feedback is recorded against the client file.
• G2.2 Annual review and outcome. Feedback is collated and reviewed annually by the Director and Compliance Officer. Findings drive concrete service improvements, training updates and process changes for the following year.

G3 — Quality management

• G3.1 Quality Representative. Our appointed Quality Representative is Fahad Zohaib Asghar, Compliance Officer, who owns the quality framework and reports to the Director.
• G3.2 Up-to-date procedures. Quality procedures are reviewed at least annually and immediately on any change to the IAA Code of Standards, Immigration Rules or relevant legislation.
• G3.3 Process control. Every matter follows documented standard operating procedures with adviser supervision by the Principal, file reviews, and four-eyes checks on advice before it is sent to clients.

G4 — Quality manual

• G4.1 Having a Quality Manual. We maintain a written Quality Manual covering intake, conflict checks, supervision, file management, advice standards, complaints, AML and data protection — owned by the Compliance Officer.
• G4.2 Manual availability. The Manual is available to all staff at all times via our internal systems and is provided to the Immigration Advice Authority on request as part of supervision or audit.

These quality procedures are reviewed annually by the Director (Nayab Sarosh Khalid) and the Compliance Officer (Fahad Zohaib Asghar) to ensure continued compliance with the IAA Code of Standards.