Rights & Security International – Complaints procedure

This document explains how Rights & Security International (RSI) will receive, record, investigate and resolve complaints made about its services.

Standards of Service

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

What can you make a complaint about?

You can complain about any problems with your immigration adviser or RSI, including but not limited to:

• poor advice and/or service
• failure to take proper instructions
• making false claims of success
• encouraging you to make false or misleading statements
• missing deadlines or failing to appear in court
• an unregulated person
• other issues related to your experience with services provided by RSI

How to make a complaint

RSI 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 in person, by telephone or email, 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 written complaint.

You can make your complaint in writing to Sarah St Vincent, who is the Executive Director of RSI. If you need help writing a complaint, please inform your contact at RSI, who will provide you with assistance or find another staff member at RSI to provide you with assistance if the complaint involves them.

Sarah St Vincent can be contacted through info@rightsandsecurity.org. Please address the email to Sarah to ensure this is forwarded to her.

Sarah is responsible for handling complaints in relation to the immigration advice service and services provided by RSI.

What Happens Next

• Sarah will acknowledge your complaint within 10 working days of receiving it.
• RSI 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.
• RSI will keep details of your complaint in a secure, online register. We will hold your data in accordance with our Privacy Policy, which can be found here. We will create a separate file or section in your case file in order to record details of the complaint, our investigation and RSI’s response to your complaint.

Investigation

Your complaint will be investigated in the following way:

1. Sarah will ask the RSI immigration adviser working on your case to provide their response to your complaint.

2. Sarah 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. Sarah 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 RSI, 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 directly to RSI, you may at any time complain directly to the Office of the Immigration Advice Authority (IAA)

The IAA can be contacted at:

Office of the Immigration Advice Authority

Complaints Team

PO Box 567
Dartford, DA1 9WX
0345 000 0046