Meridian Complaints Handling Procedure 

1. Purpose

1.1 Meridian Immigration Services Ltd is committed to providing immigration advice and services to the highest professional standards. We recognise that clients have the right to receive advice that is competent, timely, courteous and delivered in accordance with the requirements of the Immigration Advice Authority ("IAA"), the Immigration and Asylum Act 1999, and all other applicable legal and regulatory obligations.

1.2 Whilst we strive to provide an excellent service at all times, we acknowledge that concerns or complaints may occasionally arise. We regard complaints as an important opportunity to resolve concerns, improve the quality of our services and maintain the confidence of our clients.

1.3 The purpose of this procedure is to ensure that every complaint is dealt with fairly, consistently, impartially and without unnecessary delay. It also establishes a clear process for recording, investigating and resolving complaints while ensuring that lessons learned are incorporated into the continuous improvement of our practice.

2. Scope

2.1 This procedure applies to every complaint concerning the professional services provided by Meridian Immigration Services Ltd, whether the complaint relates to immigration advice, client care, communication, professional conduct, administrative matters, delays, fees, confidentiality or any other aspect of the services we provide.

2.2 This procedure applies to complaints made by current clients, former clients, prospective clients, authorised representatives or any other person who has a legitimate interest in the matter.

2.3 At present, Francis Mercer-Woode is the Director and sole regulated immigration adviser at Meridian Immigration Services Ltd. This procedure applies to complaints concerning the services provided by Meridian Immigration Services Ltd and by him on its behalf.

3. Definition of a Complaint

3.1 For the purposes of this procedure, a complaint is any expression of dissatisfaction regarding the advice, service or conduct of Meridian Immigration Services Ltd or its regulated adviser where the complainant expects an explanation, investigation or resolution.

3.2 A complaint may be made verbally or in writing and may concern, amongst other matters, the quality of advice provided, delays in progressing a matter, failure to follow instructions, poor communication, discourteous behaviour, professional conduct, administrative errors, fees charged or any alleged failure to comply with our professional obligations.

3.3 General enquiries, requests for information or concerns that are resolved immediately without the need for further investigation will not normally be treated as formal complaints under this procedure.

4. Responsibility for Complaints

4.1 Francis Mercer-Woode, Director and sole regulated immigration adviser, has overall responsibility for ensuring that complaints are managed in accordance with this procedure and that every complaint is considered fairly and objectively.

4.2 Francis Mercer-Woode is responsible for receiving, recording, investigating and responding to complaints made about Meridian Immigration Services Ltd.

4.3 Where a complaint concerns advice or services provided personally by the Director, the complaint will nevertheless be considered fairly and objectively in accordance with this procedure. The complainant will also be informed that they have the right to complain directly to the Immigration Advice Authority at any time.

5. Making a Complaint

5.1 Clients are encouraged to raise concerns as soon as reasonably practicable after the matter giving rise to the complaint has occurred.

5.2 Complaints may be submitted by letter, email, telephone or during a personal appointment and should be addressed to Francis Mercer-Woode, Director, using the following contact details: Email: francismercer-woode@meridian.co.uk Telephone: 020 3411 1535 (from outside the UK: +44 20 3411 1535) Where a complaint is made verbally, Francis Mercer-Woode will prepare a written record of the matters raised and invite the complainant to confirm that the record accurately reflects their concerns.

5.3 Clients who require assistance in making a complaint because of language difficulties, disability or other personal circumstances will be offered reasonable assistance, including the use of interpreters or alternative methods of communication where appropriate.

6. Acknowledgement of Complaints

6.1 Francis Mercer-Woode will acknowledge every formal complaint in writing within three working days of receiving it.

6.2 The acknowledgement will confirm that the complaint has been received, confirm that Francis Mercer-Woode is responsible for investigating the complaint, provide a copy of this Complaints Procedure where necessary and explain the next stages of the investigation together with the anticipated timescale for responding.

6.3 Where further information is required before an investigation can commence, the complainant will be informed as soon as reasonably practicable.

7. Investigation of Complaints

7.1 Every complaint will be investigated impartially and with due regard to the evidence available.

7.2 The investigation will normally include a review of the client file, attendance notes, correspondence, advice provided, supporting documents, internal records and any other material relevant to the complaint.

7.3 The Director may contact the complainant during the investigation to seek clarification or additional information where this is necessary to ensure that the complaint is fully understood.

7.4 Throughout the investigation Meridian Immigration Services Ltd will seek to keep the complainant informed of significant developments, particularly where additional time is required to complete the investigation.

8. Outcome of the Investigation

8.1 Upon completion of the investigation, the complainant will receive a written response setting out the findings of the investigation.

8.2 The response will summarise the complaint, explain the enquiries undertaken, identify the evidence considered, state our conclusions and explain any action that will be taken as a consequence of the investigation.

8.3 Where the complaint is upheld, wholly or in part, Meridian Immigration Services Ltd will acknowledge any shortcomings identified, apologise where appropriate and explain the corrective action that will be taken.

8.4 Where the complaint is not upheld, the complainant will receive a clear explanation of the reasons for that decision.

8.5 Meridian Immigration Services Ltd will investigate the complaint and provide a final written response within twenty working days of receiving it. If we have to change this timescale for any reason, we will inform the complainant and explain why.

9. Corrective Action

9.1 Where a complaint identifies deficiencies in our service, appropriate corrective action will be taken without unnecessary delay.

9.2 Corrective action may include correcting administrative errors, providing further advice, reviewing procedures, undertaking additional training or continuing professional development, refunding or reducing fees where appropriate, or implementing any other reasonable measures necessary to address the issues identified.

9.3 The objective of corrective action is not only to resolve the individual complaint but also to improve the quality of the services provided by Meridian Immigration Services Ltd.

10. Referral to the Immigration Advice Authority

10.1 A complainant has the right to complain to the Immigration Advice Authority at any time, whether or not Meridian Immigration Services Ltd.’s internal complaints procedure has concluded. A complaint may be made through the IAA Portal.

10.2 If the complainant cannot use the Portal, they may contact the IAA by post at: Immigration Advice Authority, PO Box 567, Dartford, Kent, DA1 9WX.

10.3 Meridian Immigration Services Ltd will cooperate fully with any investigation undertaken by the Immigration Advice Authority and will provide such information as may lawfully be required.

11. Recording and Monitoring Complaints

11.1 Every formal complaint will be recorded in the firm's Complaints Register.

11.2 The register will record the complaint reference number, the complainant's name, the date the complaint was received, the nature of the complaint, the investigation undertaken, the outcome, the date the complaint was concluded and any corrective action or lessons learned.

11.3 Complaint records will be retained securely in accordance with the firm's Data Protection Policy and Records Retention Policy.

12. Confidentiality

12.1 All complaints will be handled confidentially and with appropriate sensitivity.

12.2 Information relating to a complaint will only be disclosed where this is necessary for the purposes of investigating and resolving the complaint, where the client has authorised disclosure, or where disclosure is required by law or by the Immigration Advice Authority in the exercise of its regulatory functions.

13. Learning and Continuous Improvement

13.1 Meridian Immigration Services Ltd is committed to learning from complaints and using them to improve the quality of its services.

13.2 Following the conclusion of every complaint, consideration will be given to whether improvements should be made to office procedures, professional training or continuing professional development, client care or risk management.

13.3 The Director will periodically review complaint trends to identify recurring issues and ensure that appropriate improvements are implemented throughout the organisation.

14. Review of this Procedure

14.1 This procedure will be reviewed annually or sooner where changes to legislation, regulatory requirements or the Immigration Advice Authority Code of Standards make revision necessary.

14.2 Any amendments to this procedure shall be approved by the Director before implementation