Complaints Policy

Complaints Handling Procedure

At Sindhu Immigration Services, a member of the Sindhu & Partners group, we are committed to providing a professional, courteous and high-quality service to all clients.

We recognise that, despite our best efforts, concerns may occasionally arise. We welcome feedback and take all complaints seriously as an opportunity to improve our services.

Our Commitment

We will:

• Treat your complaint fairly, promptly and confidentially.
• Acknowledge your concerns without prejudice to your matter.
• Conduct an impartial investigation.
• Keep you informed throughout the process.
• Seek to resolve complaints as quickly as possible.

Making a complaint will not adversely affect the way in which your immigration matter is handled.

Stage 1 – Informal Resolution

If you are dissatisfied with any aspect of our service, we encourage you to raise your concerns directly with the adviser handling your matter.

Many concerns can be resolved quickly and informally through discussion and clarification.

Stage 2 – Formal Complaint

If the matter cannot be resolved informally, you may submit a formal complaint.

Please provide:

• Your full name and contact details;
• Reference number (if applicable);
• Details of your complaint;
• Any supporting documents; and
• The outcome you are seeking.

Complaints should be addressed to:

Head of Compliance
Sasuie Abbas Leghari
Email: sasuie.leghari@sindhuimmigrationltd.co.uk

Telephone: 0203 560 3315
Address: Ground Floor, Cobham House, 9 Warwick Court, London, WC1R 5DJ

Acknowledgement

We will acknowledge your complaint within five working days of receipt.

Investigation

Your complaint will be reviewed by a senior member of the organisation who has not been directly involved in the matter wherever possible.

We may:

• Request further information;
• Review your file and correspondence;
• Speak with the adviser concerned; and
• Consider any regulatory obligations applicable to the matter.

Outcome

We aim to provide a written response within 28 days.

Where the complaint is complex and requires additional investigation, we will inform you of the reasons for the delay and provide an updated timeframe.

Immigration Advice Authority (IAA)

As an organisation regulated by the Immigration Advice Authority (IAA), clients have the right to raise concerns directly with the regulator.

If you remain dissatisfied with our final response, or if eight weeks have passed since your complaint was raised and it has not been resolved, you may refer the matter to the IAA. The IAA expects regulated organisations to maintain effective written complaints procedure

Immigration Advice Authority
Website: https://www.gov.uk/government/organisations/immigration-advice-authority

Email: complaints@immigrationadviceauthority.gov.uk

Telephone: 020 7211 1500 or 0345 000 0046

Postal Address:

IAA Complaints Team
Immigration Advice Authority
PO Box 567
Dartford
DA1 9WX

Further information regarding the IAA complaints process is available through the IAA complaints scheme.