Legal i Services Ltd is committed to providing a professional, transparent, and high-quality immigration advice service in line with the Immigration Advice Authority (IAA) Code of Standards.

This policy sets out the procedure for handling complaints in a fair, consistent, and timely manner.

How to Make a Complaint

Clients may submit complaints in the following ways:

• In writing — by email or letter
• Verbally — in person or by telephone
• Through an authorised representative

All complaints will be acknowledged in writing within three (3) working days of receipt.

Investigation of Complaints

The Complaints Officer for Legal i Services Ltd is Habibur Rahman Tafader, who is responsible for investigating all complaints. This will include a review of client files, correspondence, and relevant records.

A written response will normally be provided within ten (10) to fifteen (15) working days. Where additional time is required due to complexity, the client will be informed in writing.

Escalation

Clients may initiate a complaint to the Immigration Advice Authority (IAA) at any stage. You are not required to wait until our internal procedure has concluded before contacting the IAA.

The IAA can be contacted using the following details:

Complaints Register

Legal i Services Ltd maintains a Complaints Register which is reviewed periodically to identify trends and improve service quality.

Policy Review

This policy is reviewed annually or sooner if required by regulatory changes.