Complaints procedure

We want to give you the best possible service. If at any point you become unhappy or concerned about the service we have provided, tell us straight away so we can try to put it right. Raising a concern does not affect how we handle your case.

How to complain

Write to the Principal Solicitor, Kashif Iqbal, at First Floor, 402 Palatine Road, Northenden, Manchester M22 4FZ, or email info@ukspousevisa.co.uk, or call 0161 222 5860. Tell us what has gone wrong and what you would like us to do.

What happens next

1. We acknowledge your complaint within three working days and tell you who is dealing with it.
2. We investigate: usually the Principal Solicitor reviews the file and speaks to the people involved. If the complaint is about the Principal Solicitor, another senior member of the firm reviews it.
3. We send you a written response within 21 days of the acknowledgement, with our findings and any proposed remedy. If we need longer, we tell you why and when to expect it.
4. If you are not satisfied, you can ask for a review by someone not previously involved, and we respond within 14 days of that request.

We have eight weeks in total to resolve a complaint.

The Legal Ombudsman

If we have not resolved your complaint within eight weeks, or you are unhappy with our final response, you may be able to complain to the Legal Ombudsman. This applies if you are an individual, a very small business, a charity, a club or a trust. You must contact the Ombudsman within six months of our final response, and within one year of the act or omission you are complaining about, or one year of when you should reasonably have known there was cause for complaint. Legal Ombudsman, PO Box 6167, Slough SL1 0EH; telephone 0300 555 0333; enquiries@legalombudsman.org.uk; www.legalombudsman.org.uk.

The Solicitors Regulation Authority

The SRA deals with concerns about a solicitor's conduct, such as dishonesty, discrimination or losing your money. Details are at www.sra.org.uk.

Alternative dispute resolution

Alternative complaints bodies such as ProMediate exist which are competent to deal with complaints about legal services, should both you and the firm wish to use such a scheme. We will tell you if we agree to use that process.