Complaints.

Our Commitment to High Standards  

At GB Visa & Immigration Services Ltd, we are committed to providing all clients with the highest standards of service, professionalism, and client care. If we fall short of your expectations, we want to hear from you; Your feedback helps us to improve. 

How to Make a Complaint 

We encourage clients to raise concerns at any stage, either verbally or in writing. Complaints are taken seriously and handled in line with our regulatory duties. 

1. Initial Resolution 

If you are unhappy with any aspect of our service, you may first raise this directly with your adviser to see if the issue can be resolved informally and promptly. 

2. Formal Complaint 

If you do not wish to speak to your adviser, or your concerns have not been resolved informally, you may submit a formal complaint. We accept complaints verbally or in writing.  

All formal complaints should be directed to:  

Paul Daley 

Principal Adviser 

GB Visa & Immigration Services Ltd 

Email: paul.daley@gbvisas.co.uk 

Phone: 0141 404 5757 

Business Address: Clyde Offices, 48 West George Street, Glasgow, G2 1BP 

What Happens Next:  

• We will acknowledge your complaint within 3 working days of receiving it. 

• We aim to investigate and respond in full within 10 working days. 

• If more time is required, we will notify you of the revised timescale and explain why. 

Your complaint will be recorded in a central register. A copy will also be maintained in your client file, alongside any investigation notes and correspondence. 

How We Investigate Complaints 

Your complaint will be handled as follows: 

1. Paul Daley will review all relevant materials, including the complaint, our internal response, and your client file. 

2. A written response will then be sent to you, outlining our findings and, where appropriate, a proposed resolution or remedial action. 

3. If we identify service failings, we will act to correct them and prevent recurrence. 

4. If you feel the working relationship cannot continue, we will work with you to close the matter quickly and, if needed, refer you to another regulated adviser. 

Still Unhappy? Contact the Regulator 

If you are not satisfied with our response, or prefer not to complain to us directly, you may raise your concerns at any time with the regulator:  

Immigration Advice Authority (IAA) (Online reporting)  

https://www.gov.uk/find-an-immigration-adviser/complain-about-an-adviser 

The IAA is the public regulator of immigration advisers in the UK and can investigate concerns about conduct, compliance, or professional standards. 

Review and Learning 

Every complaint is an opportunity to improve. Following each complaint, we will assess whether changes are needed to our systems, training, or service delivery to ensure similar issues do not arise in future.