Complaints Procedure

The right to expect the best

As a client of Cromwell Wilkes, you have the right to expect the best.

To this end we state the following:

ANY COMPLAINT RECEIVED FROM ANY CLIENT, OR ANY PERSON ACTING ON BEHALF OF A CLIENT, WILL BE PRESUMED TO BE JUSTIFIED UNLESS SHOWN TO BE OTHERWISE

Cromwell Wilkes aims to provide the very highest standards of service to all our clients. From our first meeting, through to the conclusion of your case, we want you to be impressed with the quality of our work and the manner in which we deal with and address your concerns.

If we get things wrong, then we want you to tell us. We take all complaints very seriously indeed and strive to both resolve them, and learn from them. If you do have a complaint, then this leaflet tells you how to make it, and how we will respond.

How to complain

If there is any aspect of our service with which you are not satisfied then you should inform the Legal Director of Cromwell Wilkes, Richard Roberts, any caseworker, or the Casework Manager. You can do so verbally, in person or over the telephone, or in writing, by letter or email. Alternatively, you can write to "The Board of Directors" via our office address.

All complaints will be treated equally seriously, however they are communicated.

You will already have been provided with full details of how to contact the Legal Director when you became a client of Cromwell Wilkes. When making your complaint, please give as much detail as possible in terms of where you believe we have fallen short in our professional standards. The greater the detail in your complaint, the better our chances of resolving the matter quickly.

What will happen next?

Upon receipt, full details of your complaint will be immediately recorded in a central register, and in your own case file. You will have the right to receive a copy of this record if you so request. Resolving your complaint will then become our priority.

The director responsible for considering your complaint will acknowledge it within 48 hours and a full investigation into the matter will then take place.

The director will prepare a full written response which will be sent to you no later than 7 working days following the date of your complaint.

The response will explain the substance of the director's investigation and set out his or her conclusions, together with any suggestions as to how the matter can best be resolved. (In the unlikely event we cannot comply with this deadline then you will be notified and informed of the reasons. An alternative deadline will then be agreed).

If your complaint is substantiated then the director will discuss with you what action might best be taken to remedy the error and avoid any repetition, whilst ensuring that you can remain confident in the standards of our service as your case progresses.

If you are not satisfied with the director's response, then you may request that the matter be referred to a second director who will consider the complaint anew.

This second director will review the previous decision and make a second finding as to whether your complaint should be upheld (partially or in full), or dismissed.

This second director's review should be completed within 14 days of you asking that it take place.

The decision following the second director's review shall be final.

Referring your complaint to the Immigration Advice Authority (IAA)

If you are not satisfied with this decision, then you may take your complaint directly to the Immigration Advice Authority (IAA). The IAA can be contacted at:

Immigration Advice Authority, Complaints Team, IAA, PO Box 567, Dartford, DA1 9XW. Email complaints@immigrationadviceauthority.gov.uk. Telephone 0345 000 0046.

How to complain to the IAA: https://www.gov.uk/complain-about-an-immigration-adviser

Please however also note the following

If you have any queries

We hope the information is clear and helpful. If you have any queries, then please feel free to raise them at any time.

On behalf of the Board of Directors, Cromwell Wilkes Limited.