Complaints Policy

V Immigration Ltd | Last updated: 8 October 2026 | Version 1.1

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:

• the quality or conduct of immigration advice or representation you have received from us;
• the conduct of any member of our staff or anyone acting on our behalf;
• fees charged or invoiced;
• the way your case has been handled or communicated.

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:

• Email: info@vimmigration.co.uk
• Post: Complaints, V Immigration Ltd, Lewis Building, 35 Bull Street, Birmingham B4 6AF

Please include:

• your full name, contact details and case reference (if known);
• a clear description of what went wrong and when;
• the outcome you are seeking;
• copies of any relevant correspondence or documents.

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.

Stage 2 — Investigation and response (within 28 days)

Vishal Gautam, our principal adviser, will:

• review your file and any correspondence;
• speak to the adviser and any other staff involved;
• consider any additional evidence you provide;
• send you a full written response, normally within 28 days of acknowledgement.

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 — Review (within 14 days of request)

If you are not satisfied with our Stage 2 response, you can ask us to look at your complaint again. Please write to us within 28 days of our Stage 2 response, explaining what you disagree with and why. V Immigration is a small firm and Vishal Gautam is our only adviser, so there is no one more senior to review it: he will reconsider the complaint, taking account of any new points you raise, and send you a final response within 14 days, or write to you explaining any necessary delay. You do not have to ask for a review before going to the Immigration Advice Authority (see section 7).

6. Outcomes

Depending on the complaint, possible outcomes include:

• an apology;
• an explanation of what happened;
• corrective action on your file;
• a refund or reduction of fees, where appropriate;
• changes to our processes to prevent recurrence.

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.

• Online: gov.uk/complain-about-an-immigration-adviser
• Email: complaints@immigrationadviceauthority.gov.uk
• Post: Immigration Advice Authority, Complaints Team, PO Box 567, Dartford, DA1 9XW
• Telephone: 0345 000 0046

Complaints to the IAA should normally be made within 12 months of the matter complained of.

7.2 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 and ICO services are also free of charge.

10. Contact

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

Postal: Complaints, V Immigration Ltd, Lewis Building, 35 Bull Street, Birmingham B4 6AF