This complaint procedure explains how we at Rex Law Chambers will accept, record, investigate and resolve complaints made about our services.
Standards of Service
We are committed to providing a high-quality legal service to all our clients. If you become dissatisfied with any aspect of the service offered or have any other grounds of complaint, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.
How to make a complaint
If you are not satisfied with any aspect of our service, you may initially want to discuss this with your adviser, to see if the matter can be resolved quickly.
If you are uncomfortable about complaining directly to your adviser or disappointed with the outcome of the initial complaint, then you should raise the matter with the Director, Mr Asad Muhammad Malik.
Asad Muhammad Malik is responsible for handling complaints in relation to immigration advice and services provided by Rex Law Chambers.
What Happens Next
- We will acknowledge your complaint within 10 days of receiving it.
- The firm will investigate and provide you with a response to your complaint within 15 working days of receipt of your complaint.
- If we have to change the time-scale for any reason, we will let you know and explain why.
- The firm will keep details of your complaint in a complaint register.
- We will also create a separate file or section in your case file in order to record details of the complaint, our investigation and the firm’s response to your complaint.
- Your complaint will be investigated in the following way:
- Mr Asad Muhammad Malik will consider all aspects of client care letter and then the work on your case.
- He will also relate the complaint with the relevant matter.
- He will then prepare a written response to be sent out to you.
- This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
- If the situation cannot be resolved and we cannot work for you any more, we will inform you orally/in writing for closing the matter at the very earliest and referring you to another adviser.
Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to us, you may at any time complain directly to the Office of the Immigration Services Commissioner (OISC).
The OISC can be contacted at:
Office of the Immigration Services Commissioner
21 Bloomsbury Street,
Following the conclusion of the complaint investigation, we will evaluate the problems that the complaint may have identified and look for ways to ensure that they are not repeated.