Complaints
If you need to make a complaint
We are committed to providing high-quality legal advice service and client care. If something goes wrong, please tell us about it. We will prioritize your complaint.
Our complaints procedure
How to make a complaint
We will always try to provide you with an opportunity to tell us of your concerns and we will work with you to try to resolve them. Please let us know if you are not satisfied with any aspect of the service. We will make every effort to resolve the matter quickly.
Mr Jed Nero is responsible for handling complaints in relation to immigration advice and services provided to you. Her direct contact number is 01733 294537 or otherwise write to Lawson Hunte Immigration Services Ltd, The Eco Innovation Centre, Peterscourt, City Road, Peterborough, PE1 1SA. If you do not wish to approach Lawson Hunte to make your complaint you may approach the Ombudsman directly, at https://www.gov.uk/.../office-of-the-immigration-services-commissioner/.../complaints-procedure
The Office of the Immigration Services Commissioner regulates us, you may at any time complain directly to our regulators. If you wish to make a complaint about the conduct of Lawson Hunte, the registration number is F2001100327. You may contact The OISC on 0845 000 0046. Our fees are calculated based on overhead usage.
The Process
We will write to you within 3 working days of receiving your complaint and provide the date by which you should expect a response. The complaint will then record into our complaints register and a complaints file will be opened to investigate your complaint. We will invite you to attend a meeting at our office within 5 working days of our receiving your complaint; this is to allow you to discuss your complaint with us.
The purpose of the meeting is to notate the complaint and your views. Following the meeting, we will obtain all the information concerning the complaint and any other relevant material (such as the contents of your case file) which we will consider and investigate. A written response will be sent to you along with suggestions for resolving the matter.
If you consider taking legal action against us, we confirm we have Professional Indemnity Insurance to meet any relevant claims. Our regulators (the IAA) require us to have Professional Indemnity Insurance (PII). The purpose of PII is to cover any compensation LHIS may need to pay to correct a mistake or cover any legal costs due to negligence, misrepresentation and/or inaccurate advice, which may cause, or contribute to, financial or other loss to you. If we cannot resolve your complaint and we cannot work together anymore. We will follow the referral procedure set out in this agreement. If you are not satisfied with our response to your complaint, you may complain directly to the Immigration Advice Authority (IAA).
We aim to close the complaint within 15 working days. If there are any reasons why this will not be possible, we will contact you and give you a new date for our response.