Complaints Procedure

This document explains how Outpost Law Ltd trading as Outpost Immigration (We, Our, Us) will accept, record, investigate and resolve complaints made about its services.

We aim to provide all our clients with the highest standards of service and client care. If we fail to provide this to you, please inform us and we will try to resolve any problems. We will also learn from them so that we can improve our service.

How to make a complaint

We 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 our Managing Director on info@outpostlaw.com, who is responsible for handling complaints in relation to immigration advice and services provided by us.

What happens next

We will acknowledge your complaint within 2 working days of receiving it. We will investigate and provide you with a response to your complaint within 5 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. We 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 our response to your complaint.

Investigation

Your complaint will be investigated in the following way:

1. We will ask the adviser working on your case to provide their response to your complaint.

2. We 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).

3. We 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.

4. If you consider taking legal action against us, we confirm we have Professional Indemnity Insurance to meet any relevant claims.

5. Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to us, you may at any time complain directly to the Immigration Advice Authority (IAA) at: https://www.gov.uk/find-an-immigration-adviser/complain-about-an-adviser