4. Complain about an adviser

You can complain to the Office of the Immigration Services Commissioner (OISC) if the adviser is registered with 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.

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 12 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.

Read more about how the OISC deals with complaints.

How to complain

The easiest way to complain is to:

  • download and fill in the complaints form
  • include any documents that are relevant with your complaint
  • send the complaints form and documents to complaints@oisc.gov.uk or by post to the address on the form.

The form is available in different languages and your complaint can be translated if needed.

You can get help from OISC staff to fill in the complaints form, but they can’t write your complaint for you.

Complain by letter

You can also make a complaint by sending a letter or email.

You need to provide as much detail as you can about who you’re making the complaint against and what the complaint is about.

Office of the Immigration Services Commissioner

Email: complaints@oisc.gov.uk
Telephone: 0207 211 1500
Telephone: 0345 000 0046
Find out about call charges

Office of the Immigration Services Commissioner

Complaints Team
5th Floor
21 Bloomsbury Street

Get help with your complaint

You can get support and advice from the:

What happens next

You’ll get a letter within 5 days of making your complaint telling you how it’s going to be dealt with.

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