Complaints Procedure

Our Commitment

At SLM Immigration Services, we are committed to providing a professional, honest, and high-quality immigration advice service. If you are dissatisfied with any aspect of our service, we encourage you to let us know so that we can investigate your concerns and work towards resolving them fairly and promptly.

Making a complaint will not affect the way your immigration matter is handled.

How to Make a Complaint

If you wish to make a complaint, please contact:

Sarah Mowlem
Complaints Manager
SLM Immigration Services
Email: enquiries@slmimmigration.com
Telephone: 07775 964891

Please include:

  • Your full name and contact details.

  • Your client reference number (if applicable).

  • Details of your complaint.

  • Copies of any relevant documents.

  • The outcome you are seeking.

What Happens Next

Acknowledgement

Your complaint will be acknowledged within 5 working days of receipt.

Investigation

As the sole adviser and owner of the business, I will personally investigate your complaint by reviewing all relevant information and correspondence. If I need any further information from you, I will contact you during the investigation.

Outcome

I aim to provide a full written response within 20 working days of receiving your complaint. If additional time is required due to the complexity of the matter, I will inform you and explain the reason for the delay.

The response will explain:

  • The findings of the investigation.

  • Whether your complaint has been upheld, partially upheld, or not upheld.

  • Any action that has been taken or will be taken to address the issue.

  • Your right to refer the complaint to the Immigration Advice Authority (IAA) if you remain dissatisfied.

If You Are Not Satisfied

If you are unhappy with my final response, you may refer your complaint to the Immigration Advice Authority (IAA).

The IAA investigates complaints about regulated immigration advisers and can consider whether professional standards have been met. Further information about the complaints process can be found on the GOV.UK website.

Confidentiality

All complaints are treated confidentially and handled in accordance with UK data protection legislation. Complaint records are maintained securely and used to help improve the quality of the services provided.

Last Reviewed: 13.07.2026
Next Review Date: 13.01.2027