This document explains how KECC LTD will accept, record, investigate and resolve complaints made about its services.

Standards of Service

KECC LTD aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.

How to make a complaint

KECC Ltd   will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

• If you are not satisfied with any aspect of our service, you may initially want to discuss this with your adviser Imran Khan (Sole Adviser and Complaints Handler), to see if the matter can be resolved quickly.
• You can make your complaint either verbally or in writing to Imran Khan (Sole Adviser and Complaints Handler), who is the Head of Advice at KECC LTD

  Contact Details for Complaints:
  
  Imran Khan (Sole Adviser and Complaints Handler)
  9C, 55 Bath Street,Walsall,WS1-3BZ
  Phone: 07441920332
  Email:info@noraimmigration.co.uk

Imran Khan (Sole Adviser and Complaints Handler) is responsible for handling complaints in relation to immigration advice and services provided by KECC LTD

 What Happens Next

• Imran Khan will acknowledge your complaint within (14 days) of receiving it.
• KECC LTD will investigate and provide you with a response to your complaint within 14 working days of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why.

KECC LTD will keep details of your complaint in a central register. We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and KECC LTD’s response to your complaint.

Investigation

Your complaint will be investigated in the following way:

1. Imran Khan , as the sole adviser, will review the complaint along with any relevant information, including your case file.
2. A written response will be prepared and sent to you. This response will detail the findings of the investigation and any suggestions for resolving the issue.
3. If you consider taking legal action against KECC LTD , we confirm that we hold Professional Indemnity Insurance to meet relevant claims.
4. If you are not satisfied with our response or do not wish to complain directly to us, you can escalate your complaint to the Office of the Immigration Advice Authority (IAA)

The IAA can be contacted at:

Immigration Advice Authority (IAA)
P.O. BOX 567,
Dartford,
DA1 9XW
T:  0345 000 0046
E:  info@immigrationadviceauthority.gov.uk
W: https://www.gov.uk/iaa