We are committed to providing a high standard of immigration advice and client care. We value feedback and take all complaints seriously, as they help us improve our services. This procedure explains how you can raise a concern or make a complaint about our services and outlines how we will handle your complaint.
How to make a complaint
We aim to resolve all concerns promptly and fairly. Complaints may relate to any services provided by us, including all regulated immigration advice and related professional activities. Complaints cannot be upheld where they relate solely to matters outside our control such as home office processing times or the actions of third parties. We will, however, consider whether we acted appropriately and in accordance with our professional obligations in managing your matter.
Informal Resolution
If you are unhappy with any aspect of our service, we encourage you to raise your concern with us as soon as possible. Many issues can be resolved quickly and amicably through informal discussion. You may contact us by phone, email, or in person to explain your concern. If the issue is not resolved to your satisfaction, or if you feel it cannot be resolved informally, you may proceed to the formal complaints process.
Formal Complaint
You may submit a formal complaint in writing, by email or post. If you prefer to make a complaint verbally, we can record it on your behalf and confirm the details in writing to ensure accuracy.
Email: management@nftechlegal.com
Post: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ
Phone: 020 4587 9499
Information to include
To help us deal with your complaint efficiently, please provide the following information:
–Your full name and contact details (telephone number, email, and postal address).
–Details of your immigration matter (case reference number if applicable).
–A clear explanation of your complaint.
–Details of any attempts to resolve the issue informally.
–The outcome or resolution you are seeking.
Internal review process
Once we receive your formal complaint, it will be reviewed by one of our firm’s Directors, Negin Eskandary or Farhan Waleed, who are responsible for overseeing the complaints handling process. Where a complaint concerns one of the Directors, the matter will be handled independently by the other Director to ensure fairness and impartiality. Upon receipt of a formal complaint, we will acknowledge the complaint in writing and confirm which Director will be responsible for handling the matter within 3 working days of receipt. We aim to complete our investigation and provide a written response within 15 working days of receipt. If we are unable to respond within this timeframe, we will inform you of the reason for the delay and provide an updated timescale. During the investigation, we may contact you for further information or suggest a meeting or telephone discussion.
Our written response will include:
–A summary of our findings.
–Any actions taken to resolve the complaint.
–Any steps identified to prevent similar issues in the future, where appropriate.
If you remain dissatisfied
After completing our internal complaints process if you remain dissatisfied, you have the right to escalate your complaint to the Immigration Advice Authority (IAA), the regulator for immigration advisers.
Immigration Advice Authority Contact Details:
Website: Find an immigration adviser: Complain about an adviser – GOV.UK
Phone: 0345 000 0046
Email:complaints@immigrationadviceauthority.gov.uk
Post: IAA, PO Box 567, Dartford, DA1 9XW
You may contact the IAA at any time. However, we encourage you to allow us the opportunity to resolve your complaint internally first, as this may lead to a quicker resolution. In most cases, external bodies will expect you to have completed our internal complaints procedure before they consider a complaint further. If you are considering legal action against the firm, please note that we hold Professional Indemnity Insurance to cover relevant claims.
Complaints about fees
If your complaint relates to fees charged by the firm and it cannot be resolved internally, you may also be able to refer the matter to the Legal Ombudsman, which can investigate complaints about costs or bills. Please note that the Legal Ombudsman only deals with complaints about immigration advice in certain circumstances. For more details, please visit the Legal Ombudsman website: www.legalombudsman.org.uk.
Confidentiality
All complaints are handled with strict confidentiality. Information will only be disclosed where necessary to investigate the complaint or where required by the IAA.
Record keeping
We maintain records of all complaints, both informal and formal, in accordance with IAA requirements. These records are reviewed regularly to help improve service standards and prevent future issues. We will keep a record of all complaints and related correspondence for a period of six years from the date the complaint is closed. After this period, the records will be securely destroyed, unless there is a legal or regulatory reason to retain them for longer, in accordance with our data protection obligations.