Guidance

Investigating client's complaints: practice note

Points for registered immigration advice organisations to consider when investigating clients' complaints.

• From: Immigration Advice Authority and Office of the Immigration Services Commissioner
• Published: 20 May 2016
• Last updated: 5 June 2025
  Show all updates

  1. 5 June 2025

     Document updated with IAA branding.

  2. 24 April 2017

     HTML version uploaded

  3. 20 May 2016

     First published.

Documents

Practice note on registered organisations investigating clients’ complaints (accessible version)

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Practice note on registered organisations investigating clients’ complaints

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Details

This practice note from the Immigration Advice Authority identifies points for a registered organisation to consider when they receive a complaint from a client.

It includes a template letter to send to complainants and information on:

• investigating a complaint
• evaluating your complaint
• alternative dispute resolution