We at Just Immigration law Solicitors are committed to providing high quality legal advice and client care and we are keen to resolve any complaint as soon as possible and in order to do this, we will follow our complaints handling procedure.

Our complaints procedure is as follows:
 

Step 1:
If you have not already done so, please let us know the full nature of the problem. Ideally, we would prefer that your complaint be confirmed in writing in order that any scope for misunderstanding can be avoided. However, this is not obligatory and you are welcome to provide the details to us over the telephone or face to face. If you are setting out your concerns in writing then you can do this by emailing Ms Farrakh Rashid at farrakh@justimmigrationlaw.com or writing to us at 526, Coventry Road, Birmingham, B10 OUN.
 

Step 2:

We will write to you acknowledging your complaint within five working days. In this letter, we shall confirm what happens next.
 

Step 3:
We shall then investigate the matter by reviewing the matter file and speaking to the member of staff concerned within five working days of acknowledging receipt of your complaint. If, for some reason, the matter cannot be investigated in this timeframe, then we will write to you notifying you of this together with the reason why and giving a revised timescale.

Once the investigation has been completed, we shall invite you to discuss the issue(s) you have raised and hopefully resolve the complaint. This could be a meeting or telephone call and will take place within fourteen days of sending you the acknowledgement letter.

We will write to you within five working days of any meeting or phone call to confirm our discussion and the solution agreed upon and/or any final redress that is offered.

Alternatively, if you do not want to or are unable to attend such a meeting or you would prefer to continue to correspond by letter or email (or if a meeting is not required), we will send you a detailed, written response, including my proposed solution, within fourteen working days of my sending you the letter acknowledging receipt of your complaint.
 

Step 4:
If you are satisfied with our response following the above steps, that will be the end of the matter. However, if you are not satisfied, you should contact us again and we will review our decision or, depending on the circumstances, will arrange for a member of staff who is unconnected with the matter to review the decision.   We will write to you within fourteen days of receiving your request with confirmation of the firm’s final position in relation to your complaint, outlining the reasons and any final redress that is offered.
 

Step 5 (other avenues):
You must always try complaining to us first. In most cases you will not be able to take your complaint further without allowing us the opportunity to put things right.