Complaints Procedure

We treat complaints seriously and fairly. Making a complaint will not affect how we handle your case, and we will be open and honest with you throughout.

You can complain by phone on 01793 569898, by email to help@immigrationservicesdirect.co.uk, or by post to: Complaints, Immigration Services Direct, Old Bank House Business Centre, 5 Devizes Road, Swindon SN1 4BJ. Please include your name, contact details and what has gone wrong.

• We will acknowledge your complaint within 5 working days of receiving it.
• We will investigate fairly, which may include speaking with you to understand the full picture.
• We will give you our full written response, normally within 20 working days, including what we found and what we will do to put things right.

If you are not happy with our response, tell us and we will review it at a senior level. We will explain any further options open to you, which may include pursuing the matter through the courts or, where relevant, raising data protection concerns with the Information Commissioner's Office (ico.org.uk).