Step 1: tell us about your complaint
Please contact us as soon as possible, ideally within 6 months of the problem. You can complain:
- By email: hello@uvsuk.com
- By post: Complaints, Unique Visa Services Ltd, Suite 6, 61 Mosley Street, Manchester M2 3HZ
- By phone: 0161 956 2003, and we will confirm your complaint in writing
Please include your name, contact details, your case or application reference if you have one, what went wrong, and what you would like us to do to put it right. If you need help making a complaint, for example because of a language barrier or disability, tell us and we will help.
Step 2: we acknowledge your complaint
We will acknowledge your complaint in writing within 5 working days. Your complaint will be handled by a senior member of the team who was not involved in your case, wherever possible.
Step 3: we investigate and reply
We will look into your complaint fully, review your file and speak to the people involved. We will send you a written response within 28 days of receiving your complaint, explaining what we found, what we have done or will do to put things right, and why.
If we need more time, for example because the complaint is complex, we will tell you why and when you can expect our full response.
Step 4: if you are not satisfied
If you are not happy with our response, you can ask us to review it. Please write to us within 14 days of our response explaining why, and our director will review the complaint and reply within 14 days.
If your complaint is about UK immigration advice or services, you can also complain to our regulator, the Immigration Advice Authority (IAA), at any stage. You can find out how on GOV.UK. Our IAA reference is F200700144.
Complaints about personal information
If your complaint is about how we have handled your personal information, you can also contact the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113. Our privacy policy explains how we use your information.
Our commitment
Making a complaint will never affect how we handle your application. We keep a record of all complaints and use them to improve our service.
Common questions
How long does the complaints procedure take?
We acknowledge your complaint in writing within 5 working days and send a full written response within 28 days. If you ask for a review, our director replies within 14 days.
Will complaining affect my application?
No. Making a complaint never affects how we handle your application.
Who can I complain to if I’m not satisfied?
If your complaint is about UK immigration advice or services, you can complain to the Immigration Advice Authority. Step 4 above explains how.