Complaints Procedure

Effective from: 31 August 2026 | Review date: 31 August 2027

This procedure sets out how Talk Immigration Ltd will accept, record, investigate and resolve complaints about the immigration advice and services it provides. It applies to all clients of Talk Immigration Ltd and to all advisers and staff acting on its behalf.

Standards of Service

Talk Immigration Ltd aims to provide all of its clients with high standards of service and client care. Where we fall short of that standard, we want to know, so that we can put matters right for you and improve our service for others.

Complaints are taken seriously. They are not treated as an inconvenience: they are an important source of information about how Talk Immigration Ltd is performing, and they are used to improve the firm's services.

How to Make a Complaint

You may make a complaint either verbally or in writing. A complaint made verbally will be treated just as seriously as one made in writing.

If you are unhappy with any aspect of our service, you may first wish to raise your concerns informally with your adviser, so that the matter can be looked at quickly. You do not have to do this. You are entitled to make a formal complaint straight away, without first attempting to resolve the matter informally, and doing so will not affect how your complaint is handled or how you are treated.

A formal complaint may be made directly to the person responsible for complaints at Talk Immigration Ltd:

Wagner Silva Ferreira
Talk Immigration Ltd
Address: 45 Clarkson Drive, Beeston, Nottingham, NG9 2WA
Telephone: 07359 614 479
Email: wagner@talkimmigration.co.uk

Wagner Silva Ferreira is responsible for handling complaints relating to immigration advice and services provided by Talk Immigration Ltd.

What Happens Next

When we receive your complaint, Talk Immigration Ltd will:

• acknowledge receipt of your complaint within 3 working days;

• investigate your complaint and provide you with a substantive written response within 20 working days of receipt; and

• where that timescale cannot reasonably be met, inform you of this, explain the reason for the delay and provide you with a revised timescale.

Talk Immigration Ltd will keep a central complaints register recording all complaints received. A separate complaint record, or a clearly identified section of your client file, will also be maintained. These records will set out the complaint, the investigation carried out, the evidence considered, the outcome and any remedial action taken.

Investigation

Your complaint will be investigated fairly, objectively and without prejudice to your case. Depending on the nature of the complaint, the investigation will include:

• reviewing the complaint itself and clarifying its scope with you where necessary;

• reviewing your client file;

• reviewing the relevant correspondence and attendance notes;

• obtaining comments from the adviser involved;

• considering any other information relevant to the complaint; and

• preparing a written response setting out the findings and any proposed resolution.

The written response will explain what has been found, the reasons for those findings, and what Talk Immigration Ltd proposes to do as a result.

Outcome and Remedial Action

Where a complaint is upheld in whole or in part, Talk Immigration Ltd will consider what remedial action is appropriate. This may include:

• an apology;

• correcting an error;

• completing outstanding work, where appropriate;

• refunding or reducing fees, where appropriate; and

• taking steps to prevent the matter recurring.

If, following a complaint, the working relationship between you and Talk Immigration Ltd cannot reasonably continue, the firm will seek to close the matter promptly and, where appropriate, will assist you with a referral to another suitably qualified and regulated adviser. Your papers will be returned to you or transferred as you direct.

Professional Indemnity Insurance

Talk Immigration Ltd maintains Professional Indemnity Insurance to cover relevant claims arising from its professional immigration advice and services, including claims of a litigious nature where applicable.

The existence of this insurance does not restrict your right to complain to the Immigration Advice Authority, nor does it affect any other right or remedy available to you.

Complaints to the Immigration Advice Authority

You have the right to complain directly to the Immigration Advice Authority at any time. You may do so whether or not you have first used the internal complaints procedure of Talk Immigration Ltd, and whether or not you are satisfied with our response. You do not need our permission and you do not need to wait for our investigation to conclude.

Immigration Advice Authority (IAA)
Complaints Team
P.O. Box 567
Dartford
DA1 9WX
Website: gov.uk/iaa

Learning from Complaints

Once a complaint has been concluded, Talk Immigration Ltd will consider what it shows about the way the firm works, and whether any changes to its procedures, systems, training or client communications are needed in order to reduce the risk of the same problem arising again. Any changes identified will be recorded and implemented.