Complaints Procedure
We take every complaint seriously. This page explains how to raise a concern and what will happen next.
Our commitment
Elkammah Justice CIC is regulated by the Immigration Advice Authority (IAA). We are committed to providing a professional, courteous and effective service to every client. If something has gone wrong, we want to hear about it so we can put it right.
How to make a complaint
Please put your complaint in writing to us, including:
- Your name and contact details.
- A clear description of what happened and when.
- Any relevant reference number (for example, your case reference).
- What you would like us to do to put things right.
Send your complaint to info@elkammahjustice.com, marked “Complaint” in the subject line.
What will happen next
- Acknowledgement (within 5 working days). We will confirm we have received your complaint and tell you who is handling it.
- Investigation (within 20 working days). We will review the file, speak to the adviser involved and write to you with our findings and any action we propose.
- Review. If you are not satisfied with our response, you may ask for the matter to be reviewed by our Principal Adviser.
If you are still not satisfied
If, after our internal review, you remain unhappy, you may refer your complaint to the Immigration Advice Authority (IAA). The IAA has a formal complaints process for clients of regulated advisers.
Immigration Advice Authority — gov.uk/government/organisations/immigration-advice-authority.
Contact
Any questions about this procedure — email info@elkammahjustice.com.