Office Address

Authorised by the OISC
Registration no: F200600055

Your Guarantee

We aim to provide a top quality service to all our clients, irrespective of who they are. The standards of service you can expect from us are:

Quality of advice

You can expect professional, unbiased, honest, confidential and up-to-date legal advice and information on all issues to do with UK immigration and nationality law. If we believe that any particular aspect of your case is outside our area of expertise we will inform you, and direct you to other providers who may be able to help you.

Timely action

Submitting applications late can have disastrous consequences on your immigration status, as it could lead to losing your right to appeal against a negative decision, or to becoming an illegal immigrant in the UK. When you instruct us we will take timely action on your case so that you do not lose any time-limited rights through our actions.

Information

We will keep you informed of all developments in your case. It can sometimes take very long to get a response from the Border and Immigration Agency, for example in applications for nationality. We review all our files every two months and will write to you at that stage to keep you updated as to any progress, though it will not always be appropriate for us to follow up with the decision making authority that frequently.

We will deal with your queries promptly, and will always try and return telephone calls the same day.

Confidentiality

We will not discuss your business with anyone else unless you give us written authority to do so. The only circumstance in which we will disclose your business to a third party is if we are legally required to do so, for example because of money laundering legislation.

Equality of treatment

We are committed to providing an independent and confidential service to all our clients. The race, colour, ethnic origin, national origin, gender, sexual orientation, religious beliefs, political opinion, age and disability of our clients is irrelevant to us and we are not influenced by any of these factors when we assess the merits of a case and provide legal advice.

Refund of money

We will not hold onto your money in circumstances where a refund is due to you. In such cases we will instruct our bank to proceed with paying you the refund of your money the same day or, if we receive your instructions outside banking hours, the next working day. We do not, however, have any control over how long the transaction will take to process, though this is not normally longer than five working days.

Making a complaint

We hope that you will not need to complain about our service, but should we fall short of our standards of service we will investigate fully any complaint that you make, and try and resolve your concerns. Should you be dissatisfied with any aspect of the handling of your case you can complain, either to us or directly to the OISC.

How to complain to us if you are dissatisfied with our service

• If you have purchased a web pack, please email us setting out the details of your complaint. We will investigate the matters you raise and respond to you within five working days.
• In all other cases, please follow the procedures outlined in the letter we send out which details your case, what you have asked us to do for you, what we have advised you, and who your complaint should be addressed to.

We will acknowledge your complaint within two working days, and will investigate the matters you raise. We will write to you with a substantive response within two weeks of receipt of your complaint.

How to complain to the OISC if you are dissatisfied with our service

You can complain directly to the OISC if you believe that we are incompetent or unfit to give advice and provide immigration services, or if you believe that we have breached the rules or the Code of Standards issued by the OISC, by which we are bound. We will provide you with the OISC's Code of Standards and Complaints Scheme on request; alternatively, these can be downloaded from the OISC website: www.oisc.gov.uk. Complaints to the OISC should be sent to:

The Office of the Immigration Services Commissioner
Complaints Team
5th floor
Counting House
53 Tooley Street
London
SE1 2QN

You can also detail your complaint in an email to info@OISC.gov.uk. Such complaints should normally (but not necessarily always) be sent within six months of the date that you become aware of the grounds for complaint.