Complaints Procedure

 

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

 

How to make a complaint

WIE 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, 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 Mr Pratheep Somaraja, who is the Project Manager at WIE LTD.

Pratheep Somaraja can be contacted at:

  • – Phone Number: 0179 2345 123
  • – Email: Complaints@wie-solutions.co.uk

Mr Pratheep Somaraja is responsible for handling complaints in relation to immigration advice and services provided by WIE LTD.

 

What Happens Next

Mr Pratheep Somaraja will acknowledge your complaint within (5 working days) of receiving it.

WIE LTD will investigate and provide you with a response to your complaint within 4 weeks of our receipt of your
complaint. If we have to change the timescale for any reason, we will let you know and explain why.

WIE 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 WIE LTD’s response to your
complaint.

 

Investigation

Your complaint will be investigated in the following way:

  1. Mr. Somaraja will ask the WIE LTD adviser working on your case to provide their response to your complaint.
  2. Somaraja 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).
  3. Somaraja 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.
  4. If you consider taking legal action against WIE LTD, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
  5. Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to WIE LTD Services, you may at any time complain directly to the immigration Advice Authority (IAA).

The IAA can be contacted by

  1. Completing the online complaints form at Complaints form – GOV.UK
  2. Once you complete the form, you can email or post it to them. Details below
  • Immigration Advice Authority
  • Immigration Advice Authority Complaints Team
  • IAA
  • PO Box 567
  • Dartford
  • DA1 9XW
  • Telephone: 0345 000 0046
  • Website: www.oisc.gov.uk
  • complaints@immigrationadviceauthority.gov.uk