Purpose and commitment

1st Step Consulting Ltd trading as Immigration Visa Expert (the Firm) is committed to professional, fair and prompt handling of complaints. We treat feedback and complaints seriously, investigate them impartially and use appropriate findings to improve our services. Making a complaint will not, of itself, affect the fairness with which we treat a client or the standard of any continuing service.

1. Who may complain and what may be raised

A client, former client, prospective client or authorised representative may complain about advice, professional conduct, delays, communication, fees, billing, confidentiality, accessibility, or our handling of services. We also accept complaints about training courses and website services, although these may not fall under IAA’s jurisdiction.

Where a complaint raises an urgent immigration deadline, please tell us immediately. The complaints process does not stop or extend Home Office, court, tribunal or assessment deadlines and should not be relied on as an application or appeal.

2. How to submit a complaint

Email info@immigrationvisaexpert.com with ‘Formal Complaint’ in the subject line, or write to 1st Step Consulting Ltd trading as Immigration Visa Expert, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ. You may ask for help presenting your complaint in another format.

It is helpful to include your name, contact details, case or booking reference, a description of the concerns, relevant dates, copies of pertinent documents and the outcome sought. We will not reject a genuine complaint simply because it does not use a particular form. Where another person complains on your behalf, we may seek reasonable confirmation of authority before discussing confidential details.

3. Initial acknowledgement

We aim to acknowledge a complaint within five working days, identify who will handle it and explain the next steps. If information needed to investigate is missing, we may ask focused follow-up questions. A complaint involving the adviser whose conduct is disputed will, wherever reasonably possible, be assessed by a different suitable person or by an appropriate independent reviewer.

4. Investigation and decision

We aim to provide a substantive written response within 20 working days. Complex matters may take longer, for example if records must be obtained, someone is unavailable or external information is necessary. Where we cannot conclude within that period, we will explain the reason, the action still required and an expected update date.

We may review attendance notes, client care letters, correspondence, invoices, payment records, relevant legal or regulatory requirements and the complainant’s evidence. Our decision will set out the complaint considered, material findings, reasons and any action offered. Possible outcomes include explanation, apology, correction, process improvement, fee adjustment or repayment when justified. Remedies depend on the facts and applicable law; we do not promise a particular outcome.

5. Escalation within the Firm

If dissatisfied, you may request an internal review by emailing us within a reasonable period after receiving the outcome. We aim to confirm the review arrangements within five working days and provide a further reasoned response within 15 working days, or give a realistic extension where necessary. An internal review is optional and is not a prerequisite to contacting the IAA.

6. Independent regulatory complaint: IAA

For concerns about an IAA-regulated immigration adviser or organisation, you may complain directly to the Immigration Advice Authority, including without first completing our internal procedure. The IAA investigates complaints about advice, conduct and service within its remit; it is not a general compensation or visa-appeal body.

IAA Complaints Team, PO Box 567, Dartford DA1 9XW | Email: complaints@immigrationadviceauthority.gov.uk | Telephone: 0345 000 0046 | Guidance: https://www.gov.uk/find-an-immigration-adviser/complain-about-an-adviser. We will cooperate appropriately with the IAA, preserve relevant records and not deter anyone from approaching it.

7. Data protection complaints

A complaint about personal data, privacy, subject access, security or marketing can be sent to info@immigrationvisaexpert.com with ‘Data Protection Complaint’ in the subject line. We will acknowledge a data protection complaint within 30 days and, without undue delay, investigate appropriately, keep the complainant informed and communicate the outcome, in line with applicable law.

You may also complain to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/. This route is separate from the IAA service-complaints route. Our Privacy Policy explains data protection rights and relevant contact information.

8. Urgent client protection

If a concern could prejudice an immigration application, we will assess reasonable protective steps promptly, taking account of professional duties, client instructions and deadlines. We may recommend independent advice where there is a conflict or the matter is outside our authorisation. We will cooperate with a lawful request to return originals or transfer a file without improper delay, regardless of any outstanding payment.

9. Charges, confidentiality and records

There is no fee for using our complaint process. We handle complaint information sensitively, disclose it only where appropriate for investigating, complying with legal or regulatory duties, or obtaining necessary advice, and retain records consistently with our Privacy Policy and regulatory obligations.

We may take proportionate steps where a communication contains threats, harassment or repeated abusive content, but we will not use behavioural concerns as a pretext to disregard a valid complaint.

10. No waiver of rights

This procedure does not remove statutory consumer rights, regulatory complaint rights, data protection rights, rights to seek independent legal advice or access to a court where available. It does not require a client to accept a proposed commercial settlement as a condition of receiving their file or making a complaint.

11. Scope of training and other services

Training-course, MCQ subscription or general website complaints may be handled through this same internal process; the IAA’s external complaints jurisdiction generally concerns regulated immigration advice or services rather than standalone educational purchases. Appropriate consumer protection and other dispute-resolution rights remain available.

Company details

1st Step Consulting Ltd trading as Immigration Visa Expert | Company number 14708821 | Registered office: 71–75 Shelton Street, Covent Garden, London WC2H 9JQ | Email: info@immigrationvisaexpert.com.