Complaints Procedure

Visa Professionals Ltd is authorised and regulated by the Solicitors Regulation Authority. SRA number: 8016160.

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

Complaints should be addressed to Irfan Khan, our Principal Solicitor and compliance officer:

Irfan Khan is our Compliance Officer for Legal Practice (COLP) and Compliance Officer for Finance and Administration (COFA).

If your concern involves Mr Khan, please identify this when contacting us so we can consider impartial handling. Service and fee complaints follow the Legal Ombudsman process below; concerns about professional conduct may be reported separately to the SRA.

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.

If you are dissatisfied with our final response to a service or fee complaint, or eight weeks have passed since you first complained to us, you may be able to refer your complaint to the Legal Ombudsman. This is an independent service, subject to its eligibility criteria. Not every business or complainant is eligible.

Please raise concerns with us promptly. Generally, a complaint to the Legal Ombudsman must be made within six months of our final written response AND within one year of the act or omission complained about, or within one year of when you knew or should reasonably have known there was cause for complaint. The Legal Ombudsman has discretion to extend time limits in appropriate circumstances and applies its own eligibility and scheme rules.

The SRA deals separately with concerns about professional conduct, such as dishonesty or breaches of professional standards. It is not the route for every service or fee complaint and does not replace the Legal Ombudsman process.

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 Principal Solicitor to identify trends and areas for improvement. We are committed to learning from complaints to improve our service.

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 Legal Ombudsman, SRA or other bodies where necessary and lawful.

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.

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.