Make a complaint

If you’re unsatisfied with the service you’ve received through Help with my visa! or any other organisation connected to your visa application, you can make a complaint.

For complaints about the Help with my visa! marketplace, you should complain directly to Help with my visa! using the process set out below.

For complaints about your immigration advisor, you should first raise the issue with your immigration advisor. If you’re unsatisfied with your immigration advisor’s response, you should take one of the following actions depending upon where your immigration advisor is based:

  • Complaints about UK-based immigration advisors: you can escalate your complaint to the competent regulator if you’re unsatisfied with your immigration advisor’s response or if you’d prefer to make a formal complaint directly
  • Complaints about immigration advisors outside the UK: you should follow your immigration advisor’s documented complaints procedure

For complaints about the service you’ve received from a visa application centre, you should follow the documented complaints process that company has on its public website. If you’re unsatisfied the response you receive, you may be able to escalate your complaint to the responsible government’s embassy/ consulate or ministerial department.

For complaints about a visa decision, you should follow the guidelines set out in your visa refusal letter.

If you submit a complaint to us and after review, we determine that the complaint has been made against the wrong organisation, we will inform you of such and signpost you to where you should submit your complaint for review. We will not pass on any of your complaint details to any third-party.

Complaints about Help with my visa!

If you’d like to make a complaint about the service you’ve received from Help with my visa! you can fill out and submit a Complaints Form by clicking the button below.

Please tell us as much detail as you can about the circumstances of your complaint and we’ll respond to you within 72 business hours with either a substantiative response addressing your complaint or we’ll give you an updated timeframe of when we expect to be able to do so.

When we receive your complaint, we’ll review it to understand how the situation occurred that led to the complaint. If we’ve done something wrong, we’ll apologise and fix the problem. If there’s something we could’ve done better, we’ll see how we can improve the situation for you and future customers.

We’ll keep a record of your complaint on file for 60 days after we’ve closed the complaint before destroying the information in line with our Privacy Policy.

If you decide to take legal action against Help with my visa! or affiliated organisations, we confirm that we hold Professional Indemnity Insurance to meet any claims.

Complaints about your UK-based immigration adviser

If you’d like to complain about a UK-based immigration advisor you should in the first instance speak to your immigration advisor to see if they can resolve the issue.

If your immigration advisor is unable to resolve your complaint, you can escalate it to the competent regulator.

Competent regulators receive complaints about bad service from an immigration advisor and immigration advice you may have received from an unregulated person.

You can find out how to complain to UK regulatory bodies by clicking the relevant button below. 

Complain about an OISC-registered immigration adviser

If your immigration advisor is regulated by the Office of the Immigration Services Commissioner (OISC), you can complain directly to the OISC.

Complain about a barrister

If you wish to complain about a barrister who is providing immigration advice or immigration service services to you, you can complain to the General Council of the Bar or if in Northern Ireland, to The Bar of Northern Ireland.

Complain about an immigration solicitor

If you wish to complain about an immigration solicitor who is providing immigration advice or immigration service services to you, you can complain to The Law Society (England and Wales), The Law Society of Scotland (Scotland) or The Law Society of Northern Ireland (Northern Ireland).

Complain about an advocate

If you wish to complain about an advocate who is providing immigration advice or immigration service services to you, you can complain to The Faculty of Advocates.

Complain about a Chartered Institute of Legal Executives Authorised Entity

If you wish to complain about a Chartered Institute of Legal Executives Authorised Entity who is providing immigration advice or immigration service services to you, you can complain to thee Chartered Institute of Legal Executives..

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