Complaints

Complaints about UKCISA

We aim to provide service of a standard that is acceptable to all our users. If we fail to do this we want to know about it. This will enable us not only to deal with the specific problem, but also to avoid it happening again.

In the first instance, we endeavor to resolve all queries informally.  Please contact the UKCISA member of staff directly or their line manager.  Contact the Director of Policy and Services to request their email address to contact them directly.

We would hope that any problems can be dealt with informally, openly and when they first occur. If this is not the case then you should use the formal process outlined below. Please only use this process if you consider the initial complaint to have been dealt with unsatisfactorily, or if it is too serious to be dealt with informally.

 

You are able to make a complaint to us if it relates to any service you have received from UKCISA. This includes:

  • membership
  • training
  • advice
  • events and conference
  • our staff

If you wish to complain about UKCISA’s immigration advice you also have the option of contacting the OISC.

What to include in your complaint

  • Please set out your issue in a clear and concise manner
  • Explain what we did wrong, what we could have done differently and how we can put it right
  • Only include relevant information. If we do need more information, we will ask

Please do not use the form below for the following, as we will not be able to respond:

  • Complaining about your own institution. Please read our advice on how to contact your institution or other UK independent complaints bodies.
  • Seeking advice. UKCISA is not able to offer advice via email or arrange call-backs to provide advice. Instead we operate an advice line for UKCISA Members and for the public. We know our public advice line is very busy - UKCISA is a small and committed charity and our dedicated advisers deal with a huge number of calls every weekday. While we consider how to improve the service to meet demand we thank you for your patience. 

Once you have complained

We are committed to:

  • Taking all complaints seriously, investigating them proportionately and appropriately
  • Ensuring all staff are aware of the complaints policy and clear about their roles when handling complaints
  • Apologizing when we have made a mistake, explaining what has happened and how we will rectify the issue
  • Using complaints to constantly improve our service

UKCISA complaints form


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