Complaints
How to complain to us, and who you can go to if our answer does not resolve it.
If something has gone wrong we want to hear about it, and we would like the chance to put it right. This page sets out how to tell us, what we will do, and who you can go to if our answer does not resolve it.
1. How to complain to us
Write to us at complaints@i-migrator.com. Tell us what happened and what you would like us to do to put it right.
It helps if you include your name, a phone number or email address we can reach you on, and any reference we have given you for your matter. You do not need to use any particular form of words, and you do not need a solicitor to complain.
2. What happens next
We acknowledge your complaint
We will acknowledge your complaint within five working days of receiving it.
We give you a full written response
We will give you a full written response within eight weeks. If we need longer than that, we will tell you why and tell you when to expect our answer.
3. If our answer does not resolve it
Two organisations can take it further, and they do different jobs. The Legal Ombudsman looks at the service you received. The Solicitors Regulation Authority looks at professional conduct. You can go to either, and going to one does not stop you going to the other.
Legal Ombudsman: complaints about our service
- What they handle: complaints about the service you received from us.
- When to go to them: if you are not satisfied with our response, or if eight weeks pass without one.
- Time limits: normally within six months of our final response, and within one year of the problem arising or of when you should reasonably have become aware of it.
- Website: https://www.legalombudsman.org.uk/ (opens in a new tab)
Solicitors Regulation Authority: complaints about conduct
- What they handle: complaints about a firm's or a solicitor's professional conduct, for example dishonesty or the misuse of client money.
- When to go to them: at any time. You do not have to complain to us first.
- Website: https://www.sra.org.uk/ (opens in a new tab)
4. Complaints about a matter handled outside England and Wales
Where the legal work on your matter was carried out by an independently regulated law firm qualified in another country, that firm is regulated where it practises and has its own complaints procedure. Tell us anyway, at complaints@i-migrator.com. We will tell you who regulates them and how to reach that regulator, and we will deal with anything that concerns our own service to you.