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Home/Complaints

Complaints procedure

If something has gone wrong we want to know. This page tells you how to raise it, how quickly we will respond, and what you can do if our answer does not satisfy you.

Our promise

We would rather hear about a problem than not. A complaint tells us something is wrong with our process, and our process is the whole of what you are paying for.

Every complaint is read by a director. Nobody is asked to investigate their own work.

How to raise a complaint

You can complain in whichever way is easiest for you.

It helps if you can tell us your file reference, what went wrong, when it happened, and what you would like us to do about it. If you do not have a reference, your full name and date of birth is enough for us to find your file.

What happens next

We work to a fixed timetable so you are never left wondering.

  • Within one working day we acknowledge your complaint in writing and give you a reference.
  • Within five working days a director who has not worked on your file reviews it and contacts you, either with an answer or with a realistic date for one.
  • Within twenty working days we issue a final written response setting out what we found, what we got wrong if anything, and what we are doing about it.

If your travel is imminent we treat the complaint as urgent and work to same day contact.

What we can put right

Depending on what we find, we may rebuild and resubmit your application at no charge, refund part or all of our service fee, cover a rebooking cost caused by our error, or simply correct a process so it does not happen to the next person.

We cannot refund government or embassy fees, because we never held them. We cannot overturn a decision made by a receiving authority.

If you are still not satisfied

If our final response does not resolve matters, you have further options and we will not stand in your way.

  • You may refer the matter to our alternative dispute resolution provider. We will give you the current provider's details with our final response.
  • If your complaint concerns immigration advice, you may contact the Immigration Advice Authority.
  • If your complaint concerns your personal data, you may contact the Information Commissioner's Office at ico.org.uk.
  • You retain the right to take the matter to court.

Our record

We publish our complaints record each year because we think you should be able to see it. In the twelve months to July 2026 we handled 12,400 applications and received 41 complaints. 34 were resolved within five working days. 6 resulted in a refund or a free resubmission. 1 was referred onward.