How To Raise A Concern Or Make A Complaint
EFC Immigration Services is committed to providing a professional, competent and responsive service.
If you are dissatisfied with any aspect of the immigration advice or service we have provided, we want you to tell us so that we can consider the matter properly and, where appropriate, put things right.
How To Make A Complaint To EFC Immigration
We prefer complaints to be made in writing because this helps us understand the issues clearly and maintain an accurate record. If you have difficulty making a complaint in writing, please contact us so that we can consider a reasonable alternative.
Tell Us What Has Happened
Please give us enough information to understand your complaint. Where possible, include:
- your name and contact details;
- your EFC matter reference, if you have one;
- what you believe has gone wrong;
- relevant dates, correspondence or documents; and
- what you would like us to do to resolve the matter.
We Will Acknowledge Your Complaint
We will record your complaint and aim to acknowledge it in writing within 5 working days.
Our acknowledgement will explain how the complaint will be handled and what will happen next.
We Will Investigate
We will review the issues raised and the relevant evidence. This may include your client care documents, correspondence, attendance notes, application records, invoices or other material relevant to the complaint.
We may contact you if we require further information or clarification.
We Will Give You Our Outcome
We aim to provide a substantive written response within 20 working days of receiving your complaint.
If the investigation cannot reasonably be completed within that period, we will explain why and give you a revised expected response date.
Send Your Complaint To
Albert Forbes
Immigration Adviser (P063741)
EFC Immigration Services
International House
101 King’s Cross Road
London
WC1X 9LP
Email: info@efcimmigration.co.uk
Telephone: 020 8036 1009
What Happens At The End Of Our Investigation
Our written response will address the concerns you have raised, explain our findings and state whether your complaint has been upheld, upheld in part or not upheld.
If We Find Something Went Wrong
Where a complaint is justified, wholly or in part, we will consider what action is appropriate and proportionate in the circumstances.
This may include:
- an explanation or clarification;
- an apology;
- correcting an error where this can properly be done;
- appropriate remedial work;
- consideration of a fee adjustment, refund or other financial remedy where justified;
- changes to our procedures or systems; or
- additional training or other corrective action.
Learning From Complaints
EFC Immigration Services maintains a record of complaints received, the investigation undertaken, the outcome and any remedial action.
We use complaints to identify whether improvements are needed to our procedures, systems, training or service delivery.
Making a complaint will not result in you being treated less favourably.
You May Go Directly To The Immigration Advice Authority
If your complaint concerns Albert Forbes personally, you may still raise the matter with EFC Immigration Services using the procedure above. We will confirm in our acknowledgement who will deal with the complaint and how it will be handled.
However, you are not required to complete EFC Immigration Services' internal complaints procedure before contacting the Immigration Advice Authority.
You have the right to complain directly to the IAA at any time.
Complaining To The Immigration Advice Authority
You may complain to the Immigration Advice Authority about immigration advice or services provided by an IAA-regulated adviser or organisation.
How To Make A Regulatory Complaint
The IAA provides a complaints form and information about making a complaint through GOV.UK.
You may make the complaint yourself or ask another person to make it on your behalf.
Complain To The IAA On GOV.UK
Email:
complaints@immigrationadviceauthority.gov.uk
Telephone:
0345 000 0046
Post:
Immigration Advice Authority
Complaints Team
IAA
PO Box 567
Dartford
DA1 9XW
You Do Not Have To Complain To EFC First
You are entitled to contact the Immigration Advice Authority without first completing EFC Immigration Services' internal complaints procedure.
EFC's internal process does not restrict your right to complain to the regulator.
The IAA can consider complaints about matters such as unreasonable fees or charging for work not done. However, GOV.UK states that you cannot complain to the IAA about obtaining a refund or compensation.
The IAA states that complaints will usually need to concern something that happened, or that you became aware of, within the previous 12 months.
The IAA will decide whether a complaint outside that period should nevertheless be investigated.
If An Eligible Consumer Complaint Remains Unresolved
Where applicable law, regulatory requirements or a binding dispute-resolution arrangement require us to provide information about alternative dispute resolution (ADR) or another complaint-resolution process, our final response will provide the information we are required to give you.
We will also explain whether EFC Immigration Services is required or prepared to participate in any such process.
Information relating to complaints will be handled in accordance with our confidentiality and data-protection obligations. Information may be disclosed to the Immigration Advice Authority or another competent authority where required or permitted by law or by our regulatory obligations.