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Created on Tuesday, 03 October 2017 15:55

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COMPLAINTS PROCEDURE

Standards of Service

GSN Immigration aims to provide all its clients with the highest standards of service and client care. If we fail to provide this to you, 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.

We are committed to high quality legal advice and client care. When something goes wrong we need you to tell us about it. This will help us to maintain and improve our standards.  If you are unhappy about any aspect of the service you have received, please contact us on 020 8150 6709 or This email address is being protected from spambots. You need JavaScript enabled to view it. or by post to our office at Complaints, GSN Immigraiton, 79 College Road, Harrow, Middlesex HA1 1BD.

How to make a complaint

GSN will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

• 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 have spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make your complaint either verbally or in writing to R Jamil, who is the Head of Advice at GSN Immigration Ltd.

R Jamil can be contacted at 020 8150 6709 or by post to our office at Complaints, GSN Immigration, 79 College Road, Harrow, Middlesex HA1 1BD, or by email to This email address is being protected from spambots. You need JavaScript enabled to view it.

R Jamil is responsible for handling complaints in relation to immigration advice and services provided by GSN Immigration Ltd.

What Happens Next

• R Jamil will acknowledge your complaint within (10 working days) of receiving it.
• GSN intends to resolve any complaint within 6 weeks of our receipt of your complaint. If we have to change the time-scale for any reason, we will let you know and explain why. 
• GSN will keep details of your complaint in a central 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 GSN’s response to your complaint. 

Investigation

Your complaint will be investigated in the following way:

1. R Jamil will ask the GSN adviser working on your case to provide their response to your complaint.

2. R Jamil will consider the adviser’s response, the information provided in the complaint and any other relevant material (such as the contents of your case file). 

3. R Jamil will then prepare a written response, which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.

4. If you consider taking legal action against GSN, we confirm we have Professional Indemnity Insurance to meet any relevant claims.

5. Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain direct to GSN, 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

Complaints Team

5^th Floor,

21 Bloomsbury Street

London

WC1B 3HF

Telephone: 0345 000 0046    

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.                      

Website: www.oisc.gov.uk

If you are unclear about the information above or would like to discuss any aspect of it please feel free to contact us.

GSN Immigration Ltd

Tel: 0208 150 6709

Address: 79 College Road, Harrow, London, United Kingdom. HA1 1BD

Email: This email address is being protected from spambots. You need JavaScript enabled to view it.

Website: www.gsnimmigration.co.uk