1.Our Commitment to You
Visa Professionals Ltd is committed to providing a high-quality, professional immigration advice service. We recognise that there may be occasions when our service falls short of your expectations. If that happens, we want to hear from you. We take all complaints seriously and handle them fairly, promptly and confidentially.
This procedure sets out how to make a complaint, how we will handle it, and what options are available to you if you remain dissatisfied.
2.Our Regulatory Status
Visa Professionals Ltd is regulated by the Immigration Advice Authority (IAA), formerly the Office of the Immigration Services Commissioner (OISC), at Level 2 (Ref: F201000109). The IAA regulates immigration advisers and caseworkers providing immigration advice and services in the United Kingdom.
3.How to Make a Complaint
If you are unhappy with any aspect of our service, please raise your concern with us in the first instance. You may contact us:
- By email: info@visaprofessionals.com
- By post: Complaints, Visa Professionals Ltd, G3 Davina House, 137-149 Goswell Road, London EC1V 7ET
- By telephone: 0203 137 8699 (please confirm any formal complaint in writing so we have an accurate record)
To help us investigate your complaint efficiently, please include:
- Your full name and contact details
- Your case reference number or matter number, if known
- A clear description of your concern
- The outcome you are seeking
- Copies of any relevant correspondence or documents
4.Who Will Handle Your Complaint
All complaints are handled by the Director of Visa Professionals Ltd:
Mr Irfan Khan, Director
Visa Professionals Ltd, G3 Davina House, 137-149 Goswell Road, London EC1V 7ET
Email: irfan@visaprofessionals.com | Tel: 0203 137 8699
If your complaint relates directly to the conduct of Mr Khan, you are entitled to refer your complaint directly to the IAA without going through this internal procedure first.
5.How We Will Handle Your Complaint
Step 1 — Acknowledgement
We will acknowledge receipt of your complaint in writing within 5 working days. Our acknowledgement will confirm who is handling the complaint and give you a reference number.
Step 2 — Investigation
We will carry out a thorough and impartial investigation, which will normally involve reviewing the correspondence and file relating to your matter, speaking with the adviser involved, and considering the IAA Code of Standards. We may contact you if we need further information.
Step 3 — Our Response
We aim to provide a full written response within 28 days of acknowledging your complaint. If the matter is complex, we will write to explain why more time is needed and give a revised timescale. In any event, we will provide a final response within 8 weeks of receiving your complaint.
Our response will set out our findings, whether we uphold your complaint, the reasons for our decision, any steps we will take to put things right, and your right to refer the matter to the IAA if you remain dissatisfied.
6.Putting Things Right
Where we uphold your complaint in whole or in part, we will consider what steps are appropriate. Depending on the circumstances, this may include a formal written apology, a review and explanation of the advice provided, corrective action on your matter at no additional charge, or a reduction or refund of fees where justified. Any offer of a fee reduction or refund does not constitute an admission of legal liability.
7.If You Remain Dissatisfied: The Immigration Advice Authority
If you are not satisfied with our response, or if we have not resolved your complaint within 8 weeks, you have the right to refer your complaint to the Immigration Advice Authority (IAA):
Immigration Advice Authority — Complaints Team
IAA, PO Box 567, Dartford DA1 9XW
Email: complaints@immigrationadviceauthority.gov.uk
Telephone: 0345 000 0046
Website: www.gov.uk/find-an-immigration-adviser/complain-about-an-adviser
The IAA investigates complaints about registered immigration advisers and can take regulatory action in serious cases. There is no charge for complaining to the IAA. The IAA does not award financial compensation but can require improvements to our practices.
8.Time Limits
Please raise any complaint with us as soon as possible and in any event within 12 months of the matter arising or of you becoming aware of the issue. External bodies have their own time limits — for the IAA, you should generally complain within 12 months of the act or omission you are complaining about.
9.Record-Keeping and Learning
We maintain a complaints register recording all formal complaints received, our investigation findings, and the outcome of each complaint. This is reviewed periodically by the Director to identify trends and areas for improvement. We are committed to learning from complaints to improve our service.
10.Confidentiality
All complaints are handled confidentially. Information about your complaint will only be shared within the firm on a need-to-know basis, or with the IAA where required.
11.No Detriment
Making a complaint will not affect the quality of service you receive from us. We will continue to act in your best interests in relation to your immigration matter regardless of any complaint raised.
12.Accessibility
This procedure is available on our website at www.visaprofessionals.com and is provided to all clients as part of our client care documentation. If you need this procedure in a different format or language, please contact us and we will do our best to assist.
Visa Professionals Ltd | Registered in England and Wales No. 06325372 | Regulated by the Immigration Advice Authority (IAA Ref: F201000109) | Version 2.0 | July 2026