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There is a separate page where you can聽complain to聽IAA聽about the service provided by your immigration adviser.

If you provide immigration advice or services, and are dissatisfied with a decision we have made (e.g. a refusal to register), please follow the complaint procedure provided with that decision.

Complain about the聽IAA

If you think we have failed to provide a satisfactory standard of service, please let us know.

You should first try to sort out any problem by speaking to the person who initially dealt with you, possibly your caseworker. If they cannot help or you wish to talk to someone else, you can ask to speak to the person in charge of their team.

If this is not possible, or if you remain unhappy after discussing the matter with them, you should consider making a formal complaint.

Make a formal complaint about the聽IAA

You can complain in writing, either by letter or by completing the聽IAA聽complaint form

You can also complain by telephoning or emailing our head of human resources. If you complain by email, please include your full name and address.

The , provides you with further details.

The best way to contact the IAA is via email at聽[email protected]

As a remote organisation, post will take longer to reach us than email but we can be contacted at:

Immigration Advice Authority PO Box 567
Dartford
DA1 9XW

The IAA is not responsible for granting visas, passports and is unable to intervene in visa decisions.

We take every complaint seriously, and aim to treat everyone who complains with courtesy and respect.

What happens next

We鈥檒l acknowledge your complaint within 5 working days. In most cases you鈥檒l receive a full written reply to your complaint within 4 weeks of us receiving it. If your complaint is complex and we cannot give you a full reply within this time limit, we will write to you explaining the reasons and where possible, a likely resolution date.

If your complaint is specifically against the Immigration Services Commissioner, Deputy Commissioner or our head of human resources, our Independent Reviewer will be asked to consider your complaint. The Reviewer will normally submit their findings and conclusions to us for comment within 8 weeks. You will receive the findings and conclusions along with our comments within 4 weeks of us receiving them.

If any part of your complaint is upheld, we will apologise and try to improve our service - for example, by reviewing procedures or arranging for staff training.

If you are still not satisfied

If you are not satisfied with our reply, you can ask the Commissioners to review it. The Commissioners鈥� review will not be a fresh investigation. The Commissioners will provide you with a full written reply within 4 weeks.

You can also ask your MP to refer the matter to the聽.

Other comments

We welcome constructive comments and suggestions about our service. They help us to monitor and improve it.