Zayn Law Ltd aims to provide clear, professional and client-focused UK immigration advisory services. We take concerns seriously and use complaints as an opportunity to resolve problems fairly and improve our service.
Making a complaint will not adversely affect the way we treat you or the immigration service you are entitled to receive. There is no charge for using our internal complaints procedure.
| Organisation | Zayn Law Ltd |
| Address | Unit B, 55 Mile End Road, London, England, E1 4TT |
| Telephone | 07551249569 |
| info@zaynlaw.com | |
| Alternative email | wh@zaynlaw.com |
1. What is a complaint?
A complaint is an expression of dissatisfaction about the service, advice, communication, fees, conduct or administration connected with our work, where you want us to respond or take action.
2. Before making a formal complaint
If you feel comfortable doing so, you may first raise the issue with the person dealing with your matter. Many concerns can be resolved quickly through clarification or corrective action. You are not required to do this if you prefer to make a formal complaint immediately.
3. How to make a formal complaint
Please send your complaint using one of the following methods:
Email: info@zaynlaw.com
Alternative email: wh@zaynlaw.com
Post: Complaints, Zayn Law Ltd, Unit B, 55 Mile End Road, London, England, E1 4TT
Telephone: 07551249569 (we may ask you to confirm a complaint in writing so that we can investigate it accurately).
Please include, where possible:
Your full name and contact details.
Your client, file, invoice or order reference if available.
A clear description of what happened and the date or approximate date.
The name of the adviser or staff member involved, if known.
Copies of relevant emails, documents or other evidence.
What outcome you are seeking, for example an explanation, correction, apology, review of a fee or another practical remedy.
4. What happens after we receive your complaint?
1. Acknowledgement: we aim to acknowledge a formal complaint within 5 working days.
2. Review and investigation: the complaint will be reviewed by an appropriate person who, where practicable, was not directly responsible for the issue being complained about.
3. Information gathering: we may ask you for further information and may review the file, correspondence, payment records and relevant internal records.
4. Response: we aim to provide a written outcome within 20 working days of receiving the complaint. If the matter is complex or further information is needed, we will explain the reason for any delay and provide an updated target date.
5. Outcome: our response will explain what we found, whether any part of the complaint is upheld, and any action or remedy we consider appropriate.
5. Possible outcomes
Depending on the circumstances, an appropriate outcome may include:
An explanation or clarification.
An apology where our service fell below the standard we aim to provide.
Correction of an administrative error or document where appropriate.
Further work or review where this is proportionate and lawful.
A review of a professional fee or refund where justified and consistent with the engagement terms and applicable law.
Changes to procedures, supervision or staff training.
We cannot guarantee or alter a Home Office immigration decision, and our complaints procedure cannot be used to challenge processing times or decisions made by the Home Office.
6. If you remain dissatisfied
If you are dissatisfied with our final response, you may ask us to conduct an internal review by explaining why you remain dissatisfied. We will consider whether a further review is appropriate and tell you the next step.
You may also be entitled to complain directly to the Immigration Advice Authority (IAA) about the service or advice provided by an immigration adviser. You do not need our permission to contact the IAA.
Email: complaints@immigrationadviceauthority.gov.uk
Telephone: 0345 000 0046
Post: Immigration Advice Authority, Complaints Team, PO Box 567, Dartford, DA1 9XW
Current information and complaint forms are available from GOV.UK: Complain about an immigration adviser
Current IAA guidance indicates that complaints about an adviser usually need to relate to events within the previous 12 months, although the IAA decides whether a complaint can be investigated in the circumstances. Clients should check the current IAA guidance when submitting a complaint.
7. Complaints involving personal data
If your complaint concerns the way we have handled your personal information, you may also raise the matter with the Information Commissioner’s Office (ICO) after giving us an opportunity to address your concern.
ICO complaint information: ico.org.uk/make-a-complaint
8. Accessibility and support
If you need reasonable assistance to make a complaint, or need information in a more accessible format, please contact us and we will consider what support can reasonably be provided.
9. Confidentiality and records
Complaint information will be handled as confidentially as reasonably possible and shared only with people who need it for investigation, regulatory, legal or insurance purposes. We will retain complaint records in accordance with our Privacy Policy and applicable regulatory requirements.
10. Review of this procedure
We may update this procedure to reflect changes in our services, regulatory requirements or law. The current version should be published on our website.