Complaints Policy

1. Our commitment

V Immigration Ltd is committed to providing a high standard of service. We take all complaints seriously and use them to improve. This policy explains how to complain, what we will do, and where you can escalate if you remain dissatisfied. It is published in accordance with the Immigration Advice Authority (IAA) Code of Standards.

2. What this policy covers

You may use this policy to complain about:

Concerns about Home Office decisions themselves should be raised by way of administrative review, appeal or judicial review where appropriate; we will advise you on the right route.

3. Who can complain

Any current or former client, or a person authorised to act on their behalf, may use this policy. Third parties (e.g. sponsors) with a direct interest in the matter may also raise concerns; we will consider these on their merits and within the limits of our duties of confidentiality.

4. How to make a complaint

Please put your complaint in writing where possible, so we can investigate it accurately. You can complain by:

Please include:

If you need help submitting your complaint, including support with translation or any reasonable adjustments, please tell us and we will assist.

5. Our complaints procedure

Stage 1 — Acknowledgement (within 5 working days)
We will acknowledge your complaint in writing within 5 working days of receipt and confirm who will handle it. Where possible the complaint will not be investigated by the person whose conduct is complained of.

Stage 2 — Investigation and response (within 28 days)
Our Complaints Manager (or another senior person where they are conflicted) will:

If we cannot respond fully within 28 days (for example because the matter is complex or staff are away), we will write to you to explain the reason and give a revised timescale. In any event, we will provide a substantive response within 8 weeks.

Stage 3 — Internal review (within 14 days of request)
If you are not satisfied with our Stage 2 response, you may ask for an internal review by a different senior person, normally a director. Please request this within 28 days of our Stage 2 response. We will provide a final response within 14 days of receiving your review request, or write to you explaining any necessary delay.

6. Outcomes

Depending on the complaint, possible outcomes include:

We do not penalise clients for making a complaint, and making a complaint will not affect how we handle your ongoing matter.

7. External escalation

If you remain dissatisfied after our internal process, or if 8 weeks have passed since we received your complaint without a final response, you can escalate it externally:

7.1 Immigration Advice Authority (IAA)
The IAA regulates us and can investigate complaints about the standard of our service or conduct.

Complaints to the IAA should normally be made within 12 months of the matter complained of. Confirm current rules at the time of complaint.

7.2 Legal Ombudsman (where eligible)
If you are an individual, micro-enterprise, charity, club or trust meeting the Legal Ombudsman's eligibility criteria, you may be able to refer fee or service complaints to the Legal Ombudsman:

You normally need to complain within:

Check current eligibility and time limits with the Legal Ombudsman, as these rules are subject to change.

7.3 Information Commissioner's Office (ICO)
If your complaint is about how we have handled your personal data, you can also complain to the ICO at ico.org.uk or 0303 123 1113.

8. Records

We maintain a central register of complaints, including the nature of the complaint, action taken and outcome. We review this register regularly to identify trends and improve our service. Complaints records are retained for 6 years from resolution.

9. Cost

There is no charge for using our complaints procedure. The IAA, Legal Ombudsman and ICO services are also free of charge.

10. Contact

Complaints contact: info@vimmigration.co.uk | 07947 692485

Postal: Complaints Manager, V Immigration Ltd, Birmingham | London