Complaints
VSG Immigration Pro Ltd is committed to providing a professional and high-quality service to all clients. We take complaints seriously and aim to deal with them fairly, thoroughly and promptly.
How to make a complaint
VSG Immigration Pro Ltd will always provide you with an opportunity to raise any concerns about the advice or services you have received and will work with you to try to resolve them.
If you are dissatisfied with any aspect of our service, you may initially wish to discuss the matter with your adviser so that it can be resolved quickly.
If the matter cannot be resolved, or you do not wish to discuss your concerns informally, you may make a formal complaint either verbally or in writing to:
Vasilena Grigorova
Founder & Immigration Adviser
VSG Immigration Pro Ltd
Email: office@vsgimmigration.co.uk
Telephone: 01244 520121
Vasilena Grigorova is responsible for handling complaints relating to immigration advice and services provided by VSG Immigration Pro Ltd.
What happens next
- We will acknowledge your complaint within 5 working days of receiving it.
- We will investigate your complaint and aim to provide you with a written response within 20 working days of receiving it.
- If we are unable to respond within this timeframe, we will inform you of the reason for the delay and provide an updated timeframe.
- Details of the complaint, our investigation and our response will be appropriately recorded and retained.
Investigation
Your complaint will be considered fairly and objectively. We will review the information provided in your complaint together with any relevant documents and information held on your client file.
Following our investigation, you will receive a written response setting out our findings and, where appropriate, any proposed steps to resolve the matter.
VSG Immigration Pro Ltd maintains Professional Indemnity Insurance in accordance with applicable regulatory requirements.
Complaining to the Immigration Advice Authority (IAA)
VSG Immigration Pro Ltd is regulated by the Immigration Advice Authority (IAA).
If you are dissatisfied with the immigration advice or services you have received, you may complain directly to the IAA. You do not have to complete VSG Immigration Pro Ltd's internal complaints procedure before making a complaint to the IAA.
Complaints to the IAA can include concerns about poor advice or service, unreasonable fees, work that has not been carried out, missed deadlines or inappropriate guarantees about the outcome of an application.
Immigration Advice Authority – Complaints Team
Email: complaints@immigrationadviceauthority.gov.uk
Postal address:
Immigration Advice Authority
Complaints Team
IAA
PO Box 567
Dartford
DA1 9XW
Further information and the IAA complaints form are available on GOV.UK.