Download the full outcome
Detail of outcome
Having considered the responses received the Commissioner has decided to amend the Complaints Scheme from 1 July 2015.
The new Complaint Scheme’s structure and content have been changed to make the document more user-friendly. It is also shorter and more concise than the previous version, a new complaints review process has been added and the annexes have been simplified.
Detail of feedback received
The Commissioner received substantive replies from the following organisations:
- Aaryas Career Ltd
- Citizens Advice
- Dynamic Immigration Consultants
- Faculty of Advocates
- Immigration Law Practitioners’ Association (ILPA)
- London Visa Services Ltd
- Smith Stone Walters Ltd
- The Legal Ombudsman
The current complaints scheme is 3 years old and requires refreshing, including making it more user-friendly. The new complaints scheme has been reviewed and redrafted to reflect legislative changes and to be in line with OISC policies and processes.
In particular, the Immigration Act 2014 made important changes to the Commissioner’s powers. The act has removed the previous registered/exemption categorisation of immigration advice organisations. All immigration advice organisations will now be categorised as registered and this needs to be reflected in the complaints scheme.
The Commissioner has also been given further powers under the 2014 Act that are relevant to the Commissioner’s handling and use of complaints.
For these reasons the Commissioner felt that the time was right to review the complaints scheme and to consult on the proposed amended Scheme.
All those regulated by the OISC must comply with the complaints scheme.