COMPLAINTS POLICY

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COMPLAINTS POLICY

Our Complaints Policy

Our Commitment

We are committed to providing excellent products and services including professional immigration legal help services.

We understand, however, that we do not always get it right. If something has gone wrong with the service we have provided, we need you tell us about it. Our aim is always to identify what went wrong and when it happened. Our aim thereafter is to provide you with an explanation and try to put matters right.

What should you do if you have concerns?

For us to consider your complaint fully we need you to provide as much information as you can about why you are unhappy. You can do that via email or in a letter. You can email us at customer.care@diyukimmigrationservices.com or write to us at DIY UK Immigration Services, 26 Roundhay Road, Leeds LS7 1AB.

Our process

  1. Your initial concerns will be picked up by a member of the customer service team, whereby they will attempt to resolve your concerns immediately.

             Depending on the  nature of your concerns we may escalate to a Customer Service manager. They will aim to resolve your concerns by providing you with an explanation and, where required a formal reply within 48 hours of your complaint being logged.

            Depending on the nature of your concerns we may ask for some additional time to investigate the issue to provide you with a satisfactory resolution.

 

  1. If your concerns cannot be resolved by the Customer Service manager your complaint will be escalated to the Head of Service who will conduct an independent review and seek to find a mutual solution.

 

  1. Most complaints are resolved within this process. We will email or write to you within 28 days of your complaint being escalated confirming our final position on your complaint and explaining our reasons.
Contact Us

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