Our Complaints Procedure

At Stonebridge Legal Solutions Limited, we are committed to providing a high standard of immigration advice and client care. If you are unhappy with any aspect of our service, you have the right to make a complaint. We will deal with complaints promptly, fairly and in accordance with our regulatory obligations.

How to make a complaint

You may make a complaint by email, post or telephone using the contact details below. To help us deal with your complaint efficiently, please provide:

• your full name and contact details,
• your file reference number, if available,
• the name of the adviser handling your matter, if known,
• a clear description of your complaint,
• copies of any relevant documents or correspondence.

Complaints should be sent to:

Stonebridge Legal Solutions Limited
Email: info@stonebridgelegal.co.uk
Phone: +44 7988 138221
Post: Office 12, 4th Floor, Boardman House, 64 Broadway, Stratford, London, E15 1NT

Our complaints process

Once we receive your complaint:

• We will acknowledge receipt within 5 working days.
• Your complaint will be reviewed by a Senior Adviser or Director, wherever possible someone not directly involved in the matter complained of.
• We may contact you if we need further information or clarification.
• We aim to provide a full written response within 15 working days of acknowledging your complaint.

If the matter is complex and we need more time, we will let you know, explain the reason for the delay, and provide an updated timeframe.

If you are not satisfied

If you are not satisfied with our initial response, you may ask for the complaint to be escalated for further internal review by a Director or senior responsible person. We will review the matter again and provide a final written response within a reasonable time.

Making a complaint will not affect how we handle your matter fairly and professionally.

Complaining to the IAA

Stonebridge Legal Solutions Limited is authorised and regulated by the Immigration Advice Authority (IAA) at Level 3 (Immigration, Asylum and Protection).

If you remain dissatisfied after receiving our final response, or if you are unhappy with the way your complaint has been handled, you may refer the matter to the Immigration Advice Authority.

IAA contact details:

• Website: www.gov.uk/iaa
• Email: info@immigrationadviceauthority.gov.uk
• Post: Immigration Advice Authority, PO Box 567, Dartford, Kent, DA1 9WX