Complaints ProcedureThis document sets out how Coventry Street Services Limited will accept, record, investigate and resolve complaints made about its services.
Standards of service Coventry Street Services Limited always aims to provide the highest quality of service to all its clients. If you feel that we failed to provide this to you, we kindly ask you to inform us so that we can try to resolve any problems. This will also provide us with an opportunity to learn from any such problems so that we can improve our service.
How to make a complaintCoventry Street Services Limited shall always provide you with an opportunity to raise any of your concerns and will work with you to try to resolve them.
- If you are not satisfied with any aspect of our service you may initially want to discuss this with your adviser directly to see if the matter can be resolved quickly.
- If you have already spoken to your adviser or if you do not wish to discuss your concerns with them, you may wish to make a formal complaint. You can make this complaint either verbally or in writing to Mr. Nikita Khodkov, who is the Senior Adviser at Coventry Street Services Limited.
Mr. Nikita Khodkov can be contacted at:
71-75 Shelton Street, Covent Garden, WC2H 9JQ
Tel.: +44 7458 148355
Email.:
nk@coventrystreet.co.uk Mr. Nikita Khodkov is responsible for handling complaints in relation to immigration advice and services provided by Coventry Street Services Limited.
What happens next- Mr. Nikita Khodkov will acknowledge your complaint within 7 days of receiving it.
- Coventry Street Services Limited will investigate and provide you with a response to your complaint within 15 working days of our receipt of your complaint. If we have to change this timescale for any reason, we will let you know and explain why.
Coventry Street Services Limited will keep details of your complaint in a central register. A separate file or section will be created in your case file in order to record the details of the complaint, our investigation and Coventry Street Services Limited’s response to your complaint.
InvestigationYour complaint will be investigated in the following way:
1 - Mr. Nikita Khodkov will consider your complaint, the information provided in the complaint and any other relevant material and documentation (such as the contents of your case file).
2 - Mr. Nikita Khodkov will then prepare a written response which will be sent to you. This response will set out the findings of the complaint investigation as well as any suggestions for resolving the matter.
3 - If you consider taking legal action against Coventry Street Services Limited, we confirm we have Professional Indemnity Insurance to meet any relevant claims.
4 - Please note that if you are not satisfied with our response to your complaint or if you do not wish to complain directly to Coventry Street Services Limited, you may at any time complain directly to the Office of the Immigration Services Commissioner (“OISC”).
The OISC can be contacted at:
Office of the Immigration Services Commissioner
Complaints Team
5
th Floor
21 Bloomsbury Street
London WC1B 3HF
Tel.: +44 345 000 0046
Email:
complaints@oisc.gov.uk Website:
www.oisc.gov.uk