1. Our Commitment to Client Care

At Wise Immigration Ltd, we are entirely committed to providing a high-quality, professional, and ethical immigration service to all our clients. When something goes wrong, we need you to tell us about it. This helps us to improve our standards and rectify the situation.

As a regulated body under the Immigration Advice Authority (IAA), we are legally required to operate a transparent, accessible, and fair complaints procedure.

2. How to Make a Complaint

2.1 Contact Information

If you are dissatisfied with the service you have received, the fees you have been charged, or the conduct of any member of our staff, please raise your complaint directly with us in the first instance.

• Email: [email protected] (Please use the subject line: “Formal Complaint”)
• Post: Complaints Department, Wise Immigration Ltd, 4A Smithdown Road, Liverpool, L7 4JG
• Phone: 07360487102

2.2 Information to Include

To help us investigate your complaint swiftly, please provide:

• Your full name and contact details.
• Your Client Reference Number.
• A clear description of your complaint.
• Copies of any relevant correspondence or documents.
• What you would consider to be a satisfactory resolution.

3. Our Internal Complaints Handling Process

Stage 1: Acknowledgement

We will send you a letter or email acknowledging receipt of your formal complaint within 3 working days of receiving it. We will enclose a copy of this procedure and inform you who will be handling your matter.

Stage 2: Investigation

Your complaint will be passed to a senior manager or the Principal Consultant who was not directly involved in your case (where possible) for an objective review. They will review your client file, speak to the staff member involved, and thoroughly investigate the timelines and advice provided.

• Legal Action and Insurance: If you consider taking legal action against Wise Immigration Ltd following an unresolved complaint, we confirm that we hold Professional Indemnity Insurance to meet any relevant claims. Our coverage protects clients up to £250,000 for each and every claim or loss, excluding defence costs.

Stage 3: Final Written Response

We aim to conclude our investigation and send you a detailed written response outlining our findings within 21 working days of sending the acknowledgement letter.

• If we find that our service fell below acceptable standards, we will apologize, explain what went wrong, and propose a remedy (which may include a partial or full refund of our fees).
• If your complaint requires more time to investigate (e.g., due to file complexity), we will notify you of the delay and provide a revised deadline.

4. Escalating Your Complaint to the Regulator

4.1 The Immigration Advice Authority (IAA)

If you remain dissatisfied with our final written response, or if we have failed to respond to your complaint within a reasonable timeframe, you have the absolute right to escalate your complaint to our regulatory body.

You can complain to the Immigration Advice Authority (IAA) regarding:

• Bad service you received from an adviser registered with the IAA.
• Breaches of the Commissioner’s Code of Standards.

How to contact the IAA:You can submit a complaint directly through their official channels on the UK Government website:

• Website: www.gov.uk/find-an-immigration-adviser
• Please note: The IAA focuses on regulatory breaches and misconduct; they cannot overturn Home Office visa decisions.

5. Complaints Regarding Data Protection

If your complaint relates specifically to how we have handled your personal data, and you are unsatisfied with the response from our Data Protection Officer, you have the right to lodge a complaint directly with the Information Commissioner’s Office (ICO).

• ICO Website: www.ico.org.uk
• ICO Telephone: 0303 123 1113