Complaints


Complaints

Burlow & Spencer Ltd is committed to providing accurate and impartial immigration services. We pride ourselves on delivering an outstanding customer experience tailored to suit your individual needs and personal circumstance. In the unfortunate event, you experience any difficulties or issues we would need you to notify us immediately so we can identify any issues at an early stage, put things right and more importantly to ensure we can avoid any disruption to your immigration matter. 

If you are dissatisfied with any aspect of the service you have received, please contact us on 0845 643 9753, by email;  customerservices@burlowspencer.com or by post; Customer Services, Burlow & Spencer Ltd, 95 Spencer Street, Birmingham, B18 6 DA as this will assist us to maintain and improve our quality and standard of service.

Our complaints procedure
If you have a complaint, please contact us immediately with the details of your concerns. 

What will happen next?             

1. Within 48 hours of receiving your complaint, we will send you a letter/email acknowledging your complaint.

2. We will open a file and record your complaint in our central register. Our dedicated staff will conduct a comprehensive investigation into the concerns you have raised in order to have a greater understanding of the events taken place. In some circumstance we may request further information from you in order to progress our investigation, once we have concluded our investigation we will present our response in writing.

3. We may; in appropriate cases offer an apology, a reduction of any bill, or a repayment in relation to any payment received where we feel it would be appropriate to do so. Burlow & Spencer Ltd intends to resolve any complaint within 8 weeks of receiving it.

Please note that if you are not satisfied with our response to your complaint, the findings will be referred to our in-house Resolution Team who is not part of the initial complaints process; they will review the information and correspondence from you as the client, from the Customer Service Team and also the work which has been carried out, however, this may fall outside of our standard 8 week response time.

 

If you do not wish to raise your complaint with Burlow & Spencer Ltd, you may at any time complain directly to our Immigration Supervisor.

Our supervisor is DDR Legal Services LLP can be contacted at; info@ddrlegal.co.uk, they are regulated by the UNBR.

If you wish to complain direct to the UNBR who regulate our supervisor, you can complain to the OISC who will forward the complaint on to them. Please note that the OISC only regulates OISC advisors. In case of a complaint, they will pass on the complaint to the UNBR.

 

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