JV Legal Ltd aims to provide all its clients with the highest standard of service and client care. If we fail to provide this to you, we need you to inform us so we can try to resolve any problems. We will also learn from them so that we can improve our service.

JV Legal Ltd will always try to provide you with an opportunity to tell us of your concerns and will work with you to try to resolve them.

• If you are not satisfied with any aspect of service, you may initially want to discuss this with your adviser, Yuliya Viyuk, to see if the matter can be resolved quickly.

• If you have spoken to your adviser, but you still wish to make a formal complaint in writing, it may be sent to Yuliya Viyuk at yuliya@jvlegal.co.uk or to the following postal address:

JV LEGAL LTD, Ground Floor, 41 Devonshire Street, London, W1G 7AJ, UK.

• Yuliya Viyuk will acknowledge your complaint within 2 working days of receiving it.

• JV Legal Ltd will investigate and provide you with a response to your complaint within 5 working days of our receipt of your complaint. If we have to change the timescale for any reason, we will let you know and explain why.

JV Legal Ltd will keep details of your complaint in a central register. We will also create a separate file or section in your case file to record details of the complaint, our investigation and JV Legal Ltd response to your complaint.

Your complaint will be investigated in the following way:

1. Yuliya Viyuk will consider any relevant information on your complaint and any other relevant material (such as the contents of your case file).

2. Yuliya Viyuk 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 suggestions for resolving the matter.

3. If you consider taking legal action against JV Legal Ltd, 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 direct to JV Legal Ltd, you may at any time complain directly to the Office of Immigration Services Commissioner (OISC).

The OISC can be contacted at:

Online Portal to make a complaint: www.portal.oisc.gov.uk/s/

Address: Office of Immigration Services Commissioner, PO Box 567, Dartford DA1 9XW

Tel: 0345 000 0046

Email: info@oisc.gov.uk

Website: www.oisc.gov.uk

Online Portal to make a complaint: www.portal.oisc.gov.uk/s/

Address: Office of Immigration Services Commissioner, PO Box 567, Dartford DA1 9XW

Tel: 0345 000 0046

Email: info@oisc.gov.uk

Website: www.oisc.gov.uk