Standards of Service
Citizens Advice Solent East Immigration Service, whether by offering free or paid
advice, 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.
Definition of a complaint:
“A complaint can be any expression of dissatisfaction, whether oral
or written, which alleges that the complainant has suffered financial
loss, distress, inconvenience or other detriment.”
How to make a complaint
Citizens Advice Solent East Immigration Service 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.
Phil Marshall can be contacted at:
Email: phil.marshall@caportsmouth.org.uk
Tel: 02394 006 600
The Chief Operations Officer is responsible for handling complaints in relation to immigration advice and services provided by Citizens Advice Solent East Immigration Service.
What Happens Next
Citizens Advice Solent East Immigration Service 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 Citizens Advice Solent East Immigration Service’s response to your complaint.
Investigation
Your complaint will be investigated in the following way:
The IAA can be contacted at:
Immigration Advice Authority Complaints
Team
IAA
PO Box 567
Dartford
DA19XW
Complaints Form
Citizens Advice Solent East Immigration Service, whether by offering free or paid
advice, 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.
Definition of a complaint:
“A complaint can be any expression of dissatisfaction, whether oral
or written, which alleges that the complainant has suffered financial
loss, distress, inconvenience or other detriment.”
How to make a complaint
Citizens Advice Solent East Immigration Service 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, to see if the matter can be resolved quickly.
- If you have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to Phil Marshall – Chief Operations Officer.
Phil Marshall can be contacted at:
Email: phil.marshall@caportsmouth.org.uk
Tel: 02394 006 600
The Chief Operations Officer is responsible for handling complaints in relation to immigration advice and services provided by Citizens Advice Solent East Immigration Service.
What Happens Next
- Citizens Advice Solent East will acknowledge your complaint within five working days of receiving it.
- Citizens Advice Solent East Immigration Service will investigate and provide you with a response to your complaint within 20 working days of our receipt of your complaint. If we have to change the timescale for any reason, we will let you know and explain why.
Citizens Advice Solent East Immigration Service 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 Citizens Advice Solent East Immigration Service’s response to your complaint.
Investigation
Your complaint will be investigated in the following way:
- Citizens Advice Solent East will ask the Immigration adviser working on your case to provide their response to your complaint.
- Citizens Advice Solent East will consider the adviser’s response, the information provided in the complaint and any other relevant material (such as the contents of your case file).
- Citizens Advice Solent East will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
- If you consider taking legal action against Citizens Advice Solent East Immigration Service, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
- Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to Citizens Advice Solent East Immigration Service, you may at any time complain directly to the Immigration Advice Authority (IAA).
The IAA can be contacted at:
Immigration Advice Authority Complaints
Team
IAA
PO Box 567
Dartford
DA19XW
Complaints Form