You can complain to the Office of the Immigration Services Commissioner (OISC) if the adviser is regulated by them and you think you’ve had a bad service.
You can also ask someone to make a complaint on your behalf, eg a friend, solicitor or voluntary organisation.
There’s a different way to complain about a legal adviser not regulated by the OISC.
What you can and can’t complain about
You can complain about:
- poor advice or service
- unreasonable fees
- an adviser claiming you’ll be successful
- an adviser charging for work not done
- an adviser missing deadlines or failing to appear in court
You can’t make a complaint about:
- how long your immigration application has taken
- something that’s already part of an ongoing legal action
- a refund or compensation
- Home Office staff
- a person or organisation outside the UK
You usually can’t make a complaint about something that happened more than 6 months ago - OISC will decide whether or not to investigate depending on the situation.
OISC may refer your complaint elsewhere if you complain about a solicitor or barrister.
Use the complaint form
Download and fill in the complaints form. Send it to the address on the form.
You can get help from OISC staff to fill in the complaints form, but they can’t write your complaint for you.
Include any documents that are relevant with your complaint.
Make a complaint by letter, email or in person
You can also make a complaint by sending a letter or email to the OISC.
You can complain in person.
Office of the Immigration Services Commissioner
21 Bloomsbury Street
OISC can get an interpreter to take the details of your complaint.
Get help with your complaint
You can get support and advice from the:
- Refugee Council England
- Welsh Refugee Council
- Scottish Refugee Council
- Citizens Advice Northern Ireland
What happens next
You’ll get a letter within 5 days of making your complaint telling you if it can be dealt with and how it’s going to be dealt with.
You’ll be told immediately by email if you make a complaint online.
You’ll get a letter with a decision on your case within 5 months of making your complaint.
The OISC may decide to:
- take action against the adviser, eg warn the adviser about their conduct
- refer the complaint, eg if it’s about a solicitor or barrister
Challenge a decision
Contact The Parliamentary and Health Services Ombudsman if you want to challenge a decision.