Complaints Procedure Policy

This Complaints Procedure Policy outlines the process for clients to raise concerns or complaints regarding the services provided by Ewnder Legal. We are committed to addressing any issues promptly and fairly to ensure the highest standard of service.

This policy applies to all clients and potential clients of the firm.

A complaint is any expression of dissatisfaction regarding the services provided by the firm, including but not limited to:

• Quality of service
• Delays in response or processing
• Conduct of staff members
• Billing and fees

External Procedure

The client should be aware that they can make a complaint to the Immigration Advice Authority at any point, if they are dissatisfied with the service they have been provided. The Immigration Advice Authority will then take the necessary steps to assess the complaint and take further action if necessary.

You can contact the Immigration Advice Authority to make a complaint here:

• Immigration Advice Authority
• PO BOX 567, Dartford, DA1 9WX
• Email: complaints@immigrationadviceauthority.gov.uk

Internal Procedure

Below is provided Ewnder Legal’s policy where complaints are made directly to Ewnder Legal. The client will be reminded throughout the complaints process of their right to make a complaint to the Immigration Advice Authority directly.

Step 1: Initial Contact

1. Informal Resolution: Clients are encouraged to raise their concerns informally with their assigned caseworker (currently Christopher Haynes as sole practitioner). This can often lead to a quick resolution.
2. Formal Complaint Submission: If the issue is not resolved informally, clients may submit a formal complaint in writing. Complaints should be directed to:

• Christopher Haynes
• Sunny Cottage, Pengersick Lane, Germoe, Penzance, TR20 9RB
• Email: Christopher.haynes@ewnderlegal.com
• Telephone: (+44) 7712 332 012

Step 2: Acknowledgment

Upon receipt of a formal complaint, Christopher Haynes will acknowledge the complaint in writing within five business days.

Step 3: Investigation

Christopher Haynes will conduct a thorough investigation of the complaint, which may include:

• Reviewing relevant documents
• Interviewing staff involved
• Gathering additional information from the client

This investigation will be completed within 20 business days, and the client will be informed of any delays.

Step 4: Response

After the investigation, Christopher Haynes will provide a written response to the client, detailing the findings and any actions taken. This response will include:

• Confirmation of the complaint's validity
• Explanation of any decisions made
• Proposed resolution or steps for improvement
• Review of the client care letter

All complaints will be handled confidentially, and information will only be shared with those involved in the investigation and resolution process.

The firm will maintain a record of all complaints and their outcomes to monitor trends and improve service quality.

This policy will be reviewed annually to ensure it remains effective and aligned with best practices. If the firm expands to employ additional caseworkers, a designated complaints officer will be appointed.