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Changes Immigration Complaints Policy

  1. Introduction

Changes Immigration is committed to providing high-quality legal services to our clients. We value client satisfaction and take all complaints seriously. This complaints policy sets out our procedure for handling and resolving client complaints in accordance with the regulations and guidelines of the Law Society of England and Wales.

We want to give you the best possible service. However, if at any point you become unhappy or concerned about the service, we have provided then you should inform us immediately, so that we can do our best to resolve the problem.

In the first instance it may be helpful to contact the person who is working on your case to discuss your concerns and we will do our best to resolve any issues. 

If you would like to make a formal complaint, then you can read our full Complaints Handling Procedure below. Making a complaint will not affect how we handle your case.

  1. Scope

This policy applies to all clients of Changes Immigration who wish to make a complaint about the firm’s services, fees, or conduct of any staff member.

  1. Definition of a Complaint

A complaint is defined as an expression of dissatisfaction by a client or potential client related to the services, fees, or conduct of any member of our firm.

  1. Complaint Handling Procedure
    1. Initial Contact
      • Clients with a complaint are encouraged to raise their concerns as soon as possible. Complaints can be made in writing, by email, telephone, or in person. If the client is unable to make the complaint in writing or requires assistance, alternative means of communication will be provided.
      • Complaints should be addressed to Complaints Handler Samar Shams, Managing Partner, at Contact details of the Complaints Handler are also readily available on our website and in our client care letter.
    2. Acknowledgment of Complaint
      • Upon receipt of a complaint, we will promptly acknowledge its receipt in writing within 2 business days. The acknowledgment will include the name and contact details of the person responsible for handling the complaint.
    3. Investigation and Resolution
      • We will conduct a thorough investigation into the complaint, considering all relevant facts and records. The Complaints Handler may contact the client for further information or clarification if necessary. The investigation will be conducted impartially and without undue delay.
      • We aim to resolve complaints within 20 business days from the date of acknowledgment. If resolution is not possible within this timeframe, we will inform you of the progress made and the anticipated timeframe for resolution.
    4. Complaint Outcome
      • Once the investigation is complete, we will provide you with a written response detailing our findings and proposed resolution, if any. If the complaint is upheld, we will outline the steps we will take to address the issue and provide appropriate redress.
    5. What to do if we cannot resolve your complaint
      • The Legal Ombudsman can help you if we are unable to resolve your complaint ourselves. They will look at your complaint independently and it will not affect how we handle your case.
      • Before accepting a complaint for investigation, the Legal Ombudsman will check that you have tried to resolve your complaint with us first. If you have, then you must take your complaint to the Legal Ombudsman:
        • Within six months of receiving our final response to your complaint and
        • No more than one year from the date of the act or omission being complained about; or
        • No more than one year from the date when you should reasonably have known that there was cause for complaint
        • For more information about the Legal Ombudsman contact:
    6. What to do if you are unhappy with our behaviour
      • The Solicitors Regulation Authority can help if you are concerned about our behaviour. This could be for things like dishonesty, taking or losing your money or treating you unfairly because of your age, a disability or other characteristic.Visit their website to see how you can raise your concerns with the Solicitors Regulation Authority.
  2. Monitoring and Improvement
    • We are committed to continually improving our services and addressing any recurring issues identified through the complaints process. We will monitor and record all complaints received, as well as the actions taken to resolve them. This data will be reviewed periodically to identify any patterns or areas requiring improvement.
  3. Confidentiality
    • All complaints will be handled with the utmost confidentiality, and only those staff members directly involved in the complaint investigation and resolution will have access to the information provided. Personal information will be handled in accordance with our privacy policy.
  4. Accessibility
    • We will make our complaints policy readily available to clients and potential clients. It is published on our website and provided upon request.
  5. Review of the Policy
    • This policy will be reviewed periodically to ensure its effectiveness and compliance with the Law Society regulations. Any necessary updates or amendments will be made, and the revised policy will be communicated to all staff members.