MS VISAS AND IMMIGRATION LTD
Complaints Procedure
This document reflects MS VISAS AND IMMIGRATION LTD (hereinafter – the Company) principles and procedures for the handling of client’s complaint and explains how Company will accept, record, investigate and resolve complaints made about its services.
Standards of Service
Company aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.
How to make a complaint
Company will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.
- If you are not satisfied with any aspect of our service you may initially want to discuss this with your adviser, to see if the matter can be resolved quickly.
- If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to Mrs Anastasija Soboleva, who is the Director of the Company.
- Anastasija Soboleva can be contacted 01733244459 or 07907075555, email: as@msvisasandimmigration.co.uk, or at 40 Peterborough Road, Farcet, Peterborough, PE7 3BH, Monday to Friday between 9am to 5pm.
- Anastasija Soboleva is responsible for handling complaints in relation to immigration advice and services provided by Company.
- Once Anastasija Soboleva receives your complaint, she will acknowledge receipt within 5 (five) working days of receiving it.
- Company will investigate and provide you with a response to your complaint within 20 (twenty) working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.
- If another adviser was working on the case, Anastasija Soboleva will ask the adviser dealing with your case to provide their response to your complaint. Anastasija Soboleva will consider the adviser’s response, the information provided in the complaint and any other relevant material (such as the contents of your case file).
- In case Anastasija Soboleva was the Company adviser working on your case, we will ask an independent Immigration Adviser of our choice to review your file and complaint and to provide his/her opinion on your complaint, which then be used in order to prepare our response to you.
- Anastasija Soboleva will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
- If you consider taking legal action against Company, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
- We value your custom and we will make every effort to resolve your complaint. A copy of our written complaints procedure can be made available to you, upon request.
- If we are unable to resolve matters to your satisfaction or you wish to pursue your complaint through other channels, you can submit your complaint to The Office of the Immigration Services Commissioner directly.
- You can download a complaint form from Complaint_Form_March_2020.pdf (publishing.service.gov.uk) and either email completed form to complaints@oisc.gov.uk, or send it by post to:
What Happens Next
Company will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and Company’s response to your complaint.
Investigation
Your complaint will be investigated in the following way:
The Office of the Immigration Services Commissioner
Complaints Team
5th Floor
21 Bloomsbury Street
London
WC1B 3H
Website: www.oisc.gov.uk
We recognize that verbal complaints are equally important and undertake to treat verbal complaints in the same way as written complaints. A person receiving verbal complaint from the client will prepare a written statement on the complaint and add it to the client’s file within 3 (three) working days of receiving verbal complaint. The verbal complaint will then be treated in the same way as a written complaint.
Any complaint received from client will be acknowledged, in writing.
Complaint resolution will be prioritized and complaints are to be solved quickly and appropriately usually result in greater goodwill.
When a client's complaint is found to be substantiated, the Company will provide for remedial action as soon as possible. If the situation cannot be resolved and the client and adviser cannot work together any more, then client’s case is to be closed as quickly as possible and the client is to be referred to another adviser of his choice or returned to client with recommendation to seek independent advice.
Following the conclusion of the complaint investigation, the adviser will evaluate the problems that the complaint may have identified and look for ways to ensure that they are not repeated.